Technical Support Analyst - Logix Materiais

Description

Job Summary: Professional to provide technical support to customers, clarifying questions about the system, registering incidents, triaging tickets, and contributing to customer satisfaction. Key Highlights: 1. Customer support for medium/high-complexity technical assistance 2. Registration and triage of support tickets 3. Support in improvement processes and solutions **Technical Support Analyst \- Logix Materiais** ================================================== TOTVS \| Joinville \- SC \| Hybrid Job Description If you are empathetic, proactive, and want to make a difference, join the TOTVS team! We are seeking professionals to support technical assistance to our customers, ensuring a positive experience with our products and services. Responsibilities and Duties · Provide customer support via TOTVS channels, clarifying questions on medium/high-complexity topics related to the system, and registering suggestions and incidents; · Provide support via ticket submission channels, following defined processes and aiming to meet established service targets; · Register customer requests in the system, including all necessary evidence (opened tickets) and detailed information required by all affected 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 that remain unresolved after exhausting all possible solutions within the time frame estimated by the area’s Coordination; · Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall results/targets; · Alert Coordination and act proactively on potential risks or crises affecting customers; · Keep KCS/knowledge base updated with defined and communicated solutions; · Support improvement processes by identifying new solutions, detecting problems, and highlighting relevant issues. Requirements and Qualifications * Knowledge of tax calculation for levied and withheld taxes (ICMS, IPI, ICMS ST, PIS, COFINS, **Tax Rate Differential**, etc.). * Proficiency in electronic fiscal document issuance processes, including familiarity with taxpayer manuals and ability to interpret rejection messages and schema failures defined by each state’s SEFAZ. **Optional, as we have support from Sales/NF\-e.** * Basic knowledge of issuing **and receiving** all types of fiscal documents, including: * Customer return invoices, import invoices, supplementary invoices, freight bills, supplier returns, shipment/return invoices, inter-unit transfers, etc. * Basic knowledge of import and Drawback processes, including related documentation. * Minimum knowledge of Tax Reform and its impacts. * Strong ability to read fiscal legislation and interpret business rules. Desirable Requirements **Differentiators** * Experience integrating ERP modules (Procurement, **Receiving, Importation**, Inventory, Accounting, Finance, Tax, etc.). * Familiarity with 4GL and SQL. * Experience with fiscal updates (NCM, CFOP, CST tables). **What We Expect From You** · Technical or undergraduate studies in progress in Computer Science, Administration, or related fields. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University: a corporate university offering free content and certifications for all employees; * \+Saudáveis Program: supports every 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: personal support program for employees and their families, offering guidance across multiple specialties such as psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses at selected metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company If you are a good person, eager to learn, and passionate about results, you’re in the right place! As Brazil’s largest technology company, we aim to build an increasingly robust ecosystem composed of people who love innovation and believe in collaboration to make a difference! Here, you’ll find a dynamic environment that celebrates diversity, promotes inclusion, and constantly strives for top performance! We believe in the transformative power of technology and your ability to contribute toward building a more diverse and inclusive society. Therefore, we are committed to our diversity and inclusion policy and program, ensuring an ecosystem that is increasingly representative, respectful, and welcoming. \#dareandtransform \#beTOTVS