**PRIME SUPPORT ANALYST** ============================= TOTVS \| Ribeirão Preto \- SP \| Hybrid Job Description Job Mission \- Join a team passionate about technology and innovation, where your contribution will make a difference. If you are motivated to solve problems, enjoy interacting with people, and wish to be part of a team that values excellence in customer service, this is the opportunity you've been waiting for! Responsibilities and Duties * Provide customer support through TOTVS channels, clarifying questions related to the system, recording suggestions and incidents; * Deliver support via ticketing channels, following defined processes and aiming to meet established service targets and goals; * Record 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 classify or categorize them, as needed, by ticket type or support status; * Provide status updates on ongoing requests upon customer request, through support channels (phone, email, system); * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall results/goals; * Alert immediate management and act proactively on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined solutions communicated to customers. Requirements and Qualifications * Experience in customer service and background in the Customer Support area; * Knowledge of ERP systems (experience in the Supermarket sector is a plus); * Technical course or undergraduate degree in progress or completed (Computer Science, Business Administration, Accounting or related fields); * Proactive, communicative, and bold profile; * Strong written and verbal communication skills; * Versatility / Flexibility; * Curiosity and enthusiasm for challenges. Desired Qualifications * Knowledge of commercial routines; * Knowledge of the Supermarket sector (product registration, invoice issuance, purchase orders, receipt of fiscal invoices, tax calculations (PIS/COFINS, ICMS, ICMS ST, etc.)); * Basic/intermediate knowledge of SQL Server/Oracle is desirable. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for each employee; * +Healthy Program, supporting every TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Advantages Program, Latin America’s largest discount network, exclusively for our employees; * +Care Program, a personal assistance program for employees and their families, providing guidance across multiple specialties such as psychology, social work, pet consulting, etc.; * Einstein Conecta, a benefit offering online medical consultations with physicians from the Albert Einstein Israelite Hospital, fully free of charge; * Health and dental insurance; * Meal voucher and/or food allowance; * Transportation voucher and shuttle services; * Extended maternity and paternity leave; * Life insurance; * Childcare allowance; * Private pension plan; * Gympass. About the Company As a technology industry leader, we are a universe of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development takes place in an inclusive, respectful, and energizing environment — people helping people! We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. \#VemPraTOTVS \#SomosTOTVS