Application Support Associate
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
This is an affirmative opportunity for people with disabilities for an Application Support Associate role at Volvo Group in Curitiba, Brazil. The role involves being the first point of contact for users, diagnosing and resolving issues in digital products, and contributing to continuous improvement of processes and knowledge bases. A Bachelor's degree and over 2 years of IT application support experience are required.
Responsibilities
- Be the first point of contact for the user network across Latin America, handling incidents and service requests through the customer portal, phone and other support channels.
- Diagnose and resolve issues in digital products by using structured troubleshooting, logs, data checks and knowledge articles, aiming to solve at first contact whenever possible.
- Escalate to product teams with complete, clear information when needed, and follow the case end to end until the confirmed resolution.
- Take part in major incidents: detect impact early, communicate with affected markets and work alongside cross-functional and global teams to restore service.
- Ensure smooth handover of open cases between shifts and other teams.
- Availability of working within flexible time shifts for instance from 13:00 up to 22:00
- Connect users and product teams
- Act as the voice of the user toward application and product teams, sharing trends, pain points and improvement ideas grounded in real support data.
- Take part in testing and deployment of new features and releases (for example, user acceptance tests and post-release checks) so that changes work for internal/external users in each market.
- Identify recurring incidents and contribute to problem management and root-cause analysis.
- Propose and implement process improvements and automations through Kaizen and Agile ways of working.
- Create and maintain knowledge base articles and user guides that enable faster resolution and internal/external user self-service.
Requirements
- Bachelor’s degree in Information Technology, or other fields with proven experience in user or customer support.
- Skilled in IT application/technical support or a customer-facing role over 2 years.
- Fluent Portuguese, Spanish and English (written and spoken).
- Clear, empathetic written and spoken communication, especially business oriented with non-technical users.
- Customer focus: Understand the internal/external user end-to-end journey and treat every ticket as a customer who needs to get back to business.
- Troubleshooting mindset: Structured analytical and problem-solving skills, with curiosity to find the root cause rather than just the workaround.
- Technical curiosity: Interest in how products, integrations and data work together (e.g., web applications, APIs, databases, mainframes, etc.).
- Ownership: Take responsibility for outcomes.
- Resilience: Keep calm under pressure and adapt well to changing priorities and ambiguity.
- Team spirit: Share knowledge, support colleagues' development and learn from others.
Desired Qualifications
- Experience with ServiceNow, and/or Azure DevOps.
- Basic SQL or scripting for data checks and simple automation.
- Experience with Agile frameworks (Scrum, Kanban, Stable Teams) or Lean / Kaizen practices.
- Knowledge of digital commercial processes, parts management and/or basic logistics in the automotive or heavy-vehicle industry.
- Familiarity with the business and cultural context of Latin American markets such as Argentina, Chile, Colombia and Peru.
- Interest in AI, Automation and Modernization.
Benefits
- Medical and dental insurance plans
- On-site medical clinic
- Pharmacy assistance program
- Reimbursement for corrective lenses (ophthalmology)
- Sick leave assistance
- Childcare allowance
- Special education allowance
- Extended maternity and paternity leave
- Meal and food vouchers and on-site meals (depending on work location)
- Company-provided shuttle transportation
- Profit Sharing Program (PLR)
- Private pension plan – Vikingprev
- Life insurance
- Volvo Association Club
- Access to a wellness app with partner gyms and fitness studios
#Information Technology
About Volvo Group
The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines. The Group also provides complete solutions for financing and service. The Volvo Group, with its headquarters in Gothenburg, employs about 100,000 people, has production facilities in 18 countries and sells its products in more than 190 markets.\n\n
Company
Volvo GroupJob Posted
3 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Associate
Locations
Curitiba, Brazil
Qualification
Bachelor
Applicants
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