Junior Technical Support Specialist

Quality Digital

. Register, monitor, and manage support tickets, handling first- and second-level support requests .

Posted 11/7/2026full-timeCuritiba • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support tickets and providing first- and second-level technical support, with a focus on enhancing user experience and operational efficiency. Proficient in troubleshooting systems, including POS and retail systems, while effectively utilizing support tools and metrics.

Highest-signal resume keywords

Help Desk ExperienceTechnical SupportPOS Systems KnowledgeTicketing Systems FamiliarityCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network TroubleshootingMicrocomputer TroubleshootingSoftware TroubleshootingHardware TroubleshootingService Desk ToolsOperating Systems KnowledgeMicrosoft Office ProficiencySupport Metrics MonitoringKnowledge Base ManagementProcedure Management

Soft Skills

Strong Communication SkillsLogical ReasoningTeam CollaborationQuick Learning

Tools & Technologies

Voice Support ToolsChat Support Tools

Industry Keywords

Support TicketsFirst-Level SupportSecond-Level SupportClient OperationsRetail Systems

About the role

Key responsibilities & impact

Register, monitor, and manage support tickets, handling first- and second-level support requests
Provide support to stores regarding systems, point-of-sale (POS) systems, processes, operational questions, promotions, and store organization
Assist users via voice and chat
Identify and resolve issues, seeking to provide the best possible user experience
Route and escalate tickets when necessary
Monitor support and productivity metrics, ensuring quality and the achievement of targets
Consult, use, and contribute to updating the knowledge base
Create and update procedures, support scripts, and solutions for recurring issues in the KCS portal
Work with support teams to identify opportunities to improve processes and service delivery
Work for a company specializing in IT solutions, supporting client operations

Requirements

What you’ll need

High school diploma
Knowledge of network, microcomputer, software, and hardware troubleshooting; Service Desk tools; operating systems; and Microsoft Office
Previous experience in Help Desk, Service Desk, technical support, or customer service (preferred)
Knowledge of ticketing systems (preferred)
Familiarity with Windows, networks, and peripherals (preferred)
Experience with POS or retail systems (preferred)
Knowledge of voice and chat support tools (preferred)
Familiarity with knowledge bases and procedure management (preferred)
Experience monitoring support metrics (preferred)
Availability to work a 6-on/1-off schedule and varying shifts between 8:00 a.m. and 8:00 p.m.
Strong communication skills, logical reasoning, and the ability to work as part of a team
Ability to quickly learn new systems and processes

Benefits

Comp & perks

Meal and/or food allowance
Medical and dental insurance
Pharmacy partnerships and discounts
Childcare assistance in accordance with current company policy
Partnership with SESC
Partnerships for language and technology courses, as well as access to a course platform
Payroll-deducted loans at attractive rates
Financial education program
Corporate University and learning pathways
Employee referral program with opportunities for prizes and bonuses
Group life insurance
Supportive environment for learning and professional growth
Performance reviews and feedback
Hybrid work schedule