Job Summary: You will provide autonomous technical support, managing incidents and requests with excellence to ensure user satisfaction. Key Highlights: 1. Autonomous technical support 2. Incident and request management 3. Ensure user satisfaction DESCRIPTION Provide autonomous technical support, ensuring service excellence in incident and request management through the authorized channels for this service. REQUIREMENTS * Handle reported incidents and/or requests via authorized channels, managing them using the official tool to resolve issues and achieve user satisfaction. * Follow the protocols, manuals, and procedures provided for service delivery. * Verify escalations requiring assistance and their respective priority levels to deliver timely and accurate support. * Confirm that the user's contact information is correct; if not, update it accordingly to maintain continuity of the planned process and deliver quality service, avoiding additional errors. * Track and execute requests and incidents received through various service channels, ensuring resolution and user satisfaction.