Customer Support Specialist in uPlanner

We are a company dedicated to the development and implementation of data-driven solutions for higher education institutions.

Are you passionate about solving complex problems? Do you believe that universities or professional institutes should move towards better class schedules, hybrid modalities and democratize their infrastructure through a Smart Campus? In uPlanner we are looking for a new member for the Support and Customer success team, to support in the accompaniment and integral support after an implementation of uPlanner solutions, using expert and technical knowledge both in the platforms and in the systems attached to it. Act as the first point of contact for users, attending to the incidents that they raise and taking care of the full operation of the solution, maintaining the service level agreements (SLA).

• Participate, mostly asynchronously, in the coordination and planning of tasks with the rest of the team.
• Direct customer relations (meetings with users) and indirect customer relations (through help desk).
• Advise institutions on the best practices for the use of the system and support users in its use, either through training or consultation of documentation.
• Support in the diagnosis of incidents or errors reported (as a first filter) in the help desk of customers.
• Responsible for maintaining the deployed solution and monitoring the services, as well as coordinating and following up on requests to the internal team for this purpose.
• Perform technical support to the implemented institutions, ensuring communication for the resolution of requests and compliance with SLAs.

• Bachelor's degree in Computational engineering, Industrial engineering or mathematical engineerin
• Experience in customer service.
• Advanced English and Spanish
• Basic knowledge of SQL and relational database management
• Basic knowledge of containers and kubernetes.
• CI/CD deployment automation
• Intermediate or advanced level of Microsoft Office 365 tools.
• Management of reporting tools (Microsoft Power BI or similar).

- Desirable experience in integration and continuous delivery tools (Bamboo, GitLab, Jenkins).
- Desirable experience in the higher education sector, as academic or administrative.
- Desirable experience in implementing digital solutions for institutions.
-Desirable fluency in portuguese