Job Summary: Functional Support Coordinator for Help Desk responsible for coordinating, resolving, and tracking customer incidents and requests, ensuring continuous improvement. Key Responsibilities: 1. Coordinate first-level support desk and manage incidents. 2. Resolve incidents and requests, escalating when necessary. 3. Document solutions and continuously improve the knowledge base. Job Description: Functional Support Coordinator for Help Desk **Academic Qualifications** Graduate or student in Systems, Computer Science, or related fields (preferred). **Responsibilities:** Coordinate the first-level support desk for our Neoretail system. Receive, log, and track incidents and requests reported by customers via the GLPI platform. Perform initial case analysis to determine scope and priority. Resolve incidents and requests within Level 1 scope. Escalate and assign cases to the Level 2 team as appropriate, ensuring clear and complete communication. Track ticket lifecycle to closure, ensuring customer satisfaction. Document recurring solutions and collaborate on continuous improvement of the knowledge base. **Requirements:** * Prior experience in help desks or technical support (preferably in transactional software environments). * Familiarity with ticket management tools (GLPI, Jira, ServiceNow, or similar). * Ability to perform functional and technical incident diagnosis. * Basic knowledge of SQL databases, networks, operating systems, and/or electronic payment methods (preferred). **Work Modality:** 100% Remote **Working Hours:** Monday to Friday, 9:00 to 18:00. Rotating after-hours on-call duties to be coordinated