DESCRIPTION Provide autonomous technical support in English, ensuring service excellence in incident and request management through the channels enabled for this service. REQUIREMENTS * Minimum English level required: A1, conversational and written. * Minimum 6 months of experience performing duties related to this position. * Handle incidents and/or requests in English reported through authorized channels, managing them via the official tool to resolve issues and ensure user satisfaction. * Follow protocols, manuals, and procedures provided for service delivery. * Verify escalations requiring assistance and their respective priority levels to provide timely and accurate support. * Confirm that user contact information is correct; if not, update it accordingly to ensure continuity of the planned process and delivery of quality service, avoiding additional errors. * Track and execute requests and incidents received through various support channels, ensuring resolution and user satisfaction.