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Technical Support Analyst, N1
Perseus TI. Provide first-level (N1) technical support via phone, chat, and tickets .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-level technical support and effectively communicating solutions to customers. Proficient in utilizing customer support tools and managing inquiries within educational environments.
Highest-signal resume keywords
Technical SupportCustomer ServiceCommunication SkillsKnowledge of Academic ProcessesExperience with Ticketing Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic Computer SkillsWeb BrowsersOperating SystemsMicrosoft OfficeAcademic Management Systems
Soft Skills
Verbal CommunicationWritten CommunicationProblem-Solving
Tools & Technologies
Customer Support ToolsTicketing SystemsDigital Communication Channels
Industry Keywords
Education ManagementEducational ProcessesPublic-Facing Roles
About the role
Key responsibilities & impact- Provide first-level (N1) technical support via phone, chat, and tickets
- Identify, analyze, and resolve customer questions and issues
- Guide users on how to use the systems, explaining solutions clearly and accessibly
- Log and follow up on support requests, ensuring information quality and compliance with processes
- Document solutions for frequently asked questions and recurring issues, contributing to the knowledge base
- Escalate more complex requests to the appropriate teams
- Identify opportunities to improve support processes and the customer experience
- Serve as the point of contact between customers and Perseus, a company specializing in education management and software development
Requirements
What you’ll need- Previous experience in public-facing roles, technical support, customer service, or related areas
- Knowledge of academic and educational processes
- Basic computer skills, including web browsers, operating systems, the internet, and Microsoft Office
- Familiarity with customer support tools, ticketing systems, and digital communication channels
- Strong verbal and written communication skills, with the ability to convey information clearly and objectively
- Previous experience working at educational institutions or companies in the education sector
- Experience with academic management systems
- Availability to work under a cooperative employment model
Benefits
Comp & perks- Paid time off from the first month, with the possibility of selling up to 10 days per cycle by prior arrangement
- Annual performance bonus of up to two months’ annual salary, tied to the achievement of goals
- Health Allowance for health or dental insurance expenses
- Nipomed: telemedicine services and access to a network of accredited doctors and laboratories for you and your family
- Zenklub: one free psychotherapy session per month and special rates for additional sessions
- Namu: wellness platform with content and activities focused on physical and emotional health
- TotalPass: access to gyms and wellness services
- Lincard: benefits club offering discounts and services related to education, health, and quality of life
- Maternity and paternity support, including a special gift
- Dependent benefits, subject to the terms of each benefit
- Special gifts upon completing 3, 5, and 10 years with the company
- Ongoing development through feedback, learning opportunities, and Individual Development Plans (IDPs)
- 100% remote work