Assistente Técnico - Atendimento Ao Usuário (1 Vaga) (home Based) - [open To Internal & External Applicants]

Organizational Context

The United Nations Development Programme (UNDP) in Brazil is implementing a project focused on strengthening and monitoring innovation in the penal and socio-educational systems. This initiative aims to improve the functioning of these systems, align them with human rights principles, and support the National Council of Justice (CNJ) in addressing systemic issues and fulfilling court mandates. The project specifically targets the regularization of civil documentation and identification for individuals within these systems.

Job Purpose

The Technical Assistant for User Support will provide crucial technical assistance to stakeholders involved in the Civil Identification and Document Issuance Flow, operating nationwide. This role is essential for ensuring the effective implementation of operational procedures, managing technical support requests, and guaranteeing the quality and timeliness of service delivery. The position requires close collaboration with the CNJ and UNDP teams to facilitate the smooth operation of systems and tools, ultimately contributing to the project's goal of ensuring fundamental rights through proper documentation and identification processes for vulnerable populations within the penal and socio-educational systems.

Responsibilities

Provide technical support to users and partners involved in the Civil Identification and Document Issuance Flow, guiding them on operational procedures and system usage. Manage and track technical support requests from opening to resolution, ensuring adherence to service levels and timelines. Systematically record all interactions, resolutions, and outcomes for technical support cases to ensure traceability and proper documentation. Propose continuous improvements for support processes and operational flows to enhance user experience. Collaborate with CNJ and UNDP teams to resolve issues related to software and biometric kits, fostering knowledge sharing and institutional capacity building. Participate in internal and external meetings, documenting activities and supporting the technical coordination of project actions and results. Facilitate knowledge management by identifying systems for content optimization and synthesizing lessons learned and best practices.

Work Experience

No specific work experience is explicitly detailed. However, the role requires experience in providing technical support, managing requests, documenting processes, and collaborating with teams. Familiarity with biometric solutions and project environments is likely beneficial.

Skills

Technical support, user guidance, operational procedure adherence, system usage, technical request management, problem-solving, documentation, process improvement, collaboration, knowledge sharing, meeting participation, data management, and familiarity with biometric solutions.

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