Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next\-gen technologies and the sharpest collaborative teams, then we could be a perfect match. **Our Commitment** ------------------ At Volvo do Brasil, we believe that diverse perspectives, experiences, and talents strengthen our ability to develop solutions that create prosperity for society. We are committed to fostering an inclusive workplace grounded in equal opportunities, and **we encourage people with disabilities (PwDs) to apply for all our job opportunities.** **Who we are** -------------- Digital Support Center (DSC) is the Volvo Group DTO Organization that supports digital products running for every Group brand, we are based in Curitiba covering the Latin American region, including Brazil, Argentina, Chile,Colombia, Peru, and also few Brands in the USA. **Your Mission** ### **Resolve and restore** * 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. ### **Handle what matters most** * 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 whithin flexible work time shifts ### **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. ### **Continuous Improvement** * 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. **Who are you?** ---------------- * Education: Bachelor’s degree in Information Technology or a related field. Candidates from other fields with proven experience in user or customer support are welcome. * Experience: Skilled in IT application support, technical support or a customer\-facing role minimum over 5 years. * Languages: Fluent Portuguese, Spanish and English (written and spoken). * Communication: Clear, empathetic written and spoken communication, especially business oriented with non\-technical users. * Customer focus: You 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: You take responsibility for outcomes. * Resilience: You keep calm under pressure and adapt well to changing priorities and ambiguity. * Team spirit: You share knowledge, support colleagues' development, learn from others, and help build an inspiring environment where the team succeeds together. **Nice to have** * 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. **What Volvo Group Offers:** ---------------------------- **Health and Well\-being for You and Your Family:** * 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. **Meals:** * Meal and food vouchers and on\-site meals (depending on work location). **Transportation:** * Company\-provided shuttle transportation. **Financial Security:** * Profit Sharing Program (PLR); * Priva