[Support] Junior Support Technician (affirmative action for persons with disabilities)

Description

Job Summary: Work on the front line with customers, ensuring agile, humanized, and problem-resolution-oriented technical support while logging and triaging tickets. Key Highlights: 1. Agile and humanized technical support for customers 2. Focus on problem resolution and customer satisfaction 3. An inclusive, respectful, and energizing environment for professional development **[Support] Junior Support Technician (affirmative action for persons with disabilities)** ================================================================================== TOTVS | Assis - SP | Hybrid Job Description **Job Mission** We are seeking **Support Technicians** to work on the front line with our customers, delivering agile, humanized, and problem-resolution-oriented technical support. Responsibilities and Duties **WHAT YOU WILL DO:** * Provide customer support via TOTVS channels, clarifying questions regarding low-complexity system-related topics, and logging suggestions and incidents; * Deliver in-person and online support via ticketing channels, following defined processes and aiming to meet established service targets and goals; * Log customer requests in the system with all necessary supporting evidence (opened tickets) and detailed information affecting all impacted parties; * Triage tickets opened by customers and reclassify or categorize them as needed, based on ticket type or support status; * Provide status updates on ongoing requests upon customer request, via support channels (telephone, email, system); * Escalate requests or incidents to the next level when no progress has been made after exhausting all possible solutions within the timeframe estimated by the department’s coordination; * Contribute both to achieving individual performance metrics (productivity, satisfaction surveys, etc.) and to the team’s overall results and goals; * Alert coordination and proactively address potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined and communicated solutions to customers; * Maintain updated databases and ensure the ticket queue is always current. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Completed Bachelor’s degree in technology or related fields. * Business knowledge: TOTVS AGRO Commodities Trading, TOTVS AGRO Bioenergy, and TOTVS AGRO Multiculture; general technical support experience. * Excellent communication skills, organization, and proactivity; empathy and focus on problem resolution. * Collaborative attitude and willingness to learn in dynamic environments; * Availability to work in a hybrid model: two days on-site and three days remotely. * Programming logic and basic knowledge of SQL Server database. * Proficiency in Google Suite and Microsoft Office suite. * **Reside in Assis - SP,** or nearby cities. * **Language:** Intermediate or fluent English or Spanish. Desirable Requirements **IT WOULD BE GREAT IF YOU HAD:** * Knowledge of TOTVS solutions and Agribusiness solutions. * Familiarity with programming languages used by the team (ADVPL, C#, Progress, 4GL, Java, SQL, etc.) Salary Range To be discussed Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Saudáveis Program, supporting each TOTVER through advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program, Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program, a personal assistance program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Creative and productive office environment featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional growth happens here in an inclusive, respectful, and energizing environment — people helping people! We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS