Platform Support Specialist

As a Platform Support Specialist, you will be part of a dynamic team responsible for providing specialized technical assistance to customers using our platform solution. This role is a front office, customer-facing specialized support position in direct collaboration with the back office technical operations, ensuring both the resolution of client issues and the continuous improvement of the platform.

MAIN RESPONSIBILITIES

• Serve as the primary point of contact for clients seeking assistance with platform-related issues, ensuring prompt and professional communication.
• Analyze and resolve customer issues related to platform performance and functionality.
• Provide specialized first-level technical support, ensuring incidents are handled within SLAs and provide workarounds or fixes where applicable.
• Monitor and acknowledge customer-reported incidents, conduct initial troubleshooting, and provide solutions where applicable.
• Track incident progress, escalate unresolved issues to the appropriate internal teams, and ensure timely resolution and communication with customers.
• Support the implementation of corrective actions based on customer feedback and operational data.
• Assist in the creation and refinement of knowledge base articles and troubleshooting documentation for internal use.
• Work closely with the back office team to relay customer insights and help prioritize bug fixes, updates, or platform enhancements.
• Provide feedback on recurring issues or feature requests, supporting the team’s efforts to enhance the platform’s functionality and customer experience.

Qualifications

• Degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).
• Solid understanding of platform solutions, with basic technical knowledge of both Linux and Windows operating systems is mandatory
• Prior experience in a customer support or technical support role in IT or platform solutions.
• Experience troubleshooting and resolving technical issues in a platform environment, while maintaining excellent customer communication.
• Familiarity with network protocols (TCP/IP, HTTP, FTP) is a plus.
• Java knowledge is a plus
• ITIL knowledge is a plus
• Strong analytical and problem-solving skills with an ability to understand complex technical issues and relay them in a simple and actionable manner to customers.
• Excellent communication skills in both French and English (both written and verbal).
• Ability to work autonomously while also collaborating effectively with cross-functional teams.
• Customer-oriented with a focus on providing high-quality support and solutions.

Additional Information

- Attractive compensation package;

- Excellent work conditions and environment (Centro Empresarial Lionesa).

Generix is committed to build an inclusive environment, in which diversity and equity are truly part of our culture, so all our positions are open to people with disabilities.

Generix will process your personal data in the context of your application. You have the right to access, correct, delete and object to information about you. For this, please send your request to dpo@generixgroup.com. For more information, please see the Privacy Policy available at www.generixgroup.com.

For more information, please check our website: www.generixgroup.com/pt