**We are restless, innovative, full of ideas, and always ready for action.** Because the challenge of developing the best solutions to drive the business of thousands of companies is also what motivates us to transform our ideas into results—creating exceptional experiences for our people and advancing the tech ecosystem. A GPTW-certified company that takes pride in its people and strives to provide growth journeys, learning opportunities, and appreciation for diversity—of people and of thought. Because it’s more than just a job opening—it’s an opportunity at Senior. To help propel the tech ecosystem with us, learn more about Senior’s Technology Manifesto: **LEARN MORE ABOUT THIS OPPORTUNITY:** We are a team that puts the customer at the center, driven by the purpose of meeting customer needs and enhancing their operations with Senior Sistemas’ solutions. We seek a professional with user support experience, responsible for analyzing, tracking, and resolving issues with courtesy, proactivity, and empathy—ensuring adherence to the system’s native processes. This is an opportunity for work shifts from 1:00 PM to 4:30 PM and from 6:00 PM to 11:00 PM. It is essential to focus on support processes, demonstrate empathy, possess systemic, strategic, and market-oriented vision, and act with ownership. The professional will be responsible for analyzing incidents, monitoring their progress, tracking response times (SLA), suggesting process improvements for customers, and supporting the team with their expertise. Responsibilities: * Analyze and clarify customer questions regarding the use of Senior solutions, providing necessary guidance and support in interpreting business concepts, legislation, or technical aspects; * Provide customer support through Senior’s official channels, delivering appropriate guidance and assisting in the interpretation of fundamental concepts; * Analyze, simulate, and supply detailed information to replicate the issue for the responsible solution team, with possible follow-up in cases requiring expanded involvement; * Formulate, negotiate, and deliver workaround solutions to customers using existing artifacts; * Provide status updates on ongoing requests upon request by customers, contact owners, focal points, coordinators, or management; * Escalate requests or incidents to the next level when no resolution progress occurs after exhausting all available solution options within the timeframe estimated by Coordination; * Alert leadership and act on potential risks or crises affecting customers; * Contribute to achieving individual performance indicators (KPIs) and departmental goals; * Keep KCS/knowledge base records updated with solutions provided to customers; * Support continuous improvement initiatives for the team and support workflows; * Contribute to communications targeted at key stakeholders (customers, channels, consultants, contact owners, focal points, project managers, Customer Success executives, etc.) regarding support activities, identifying opportunities to strengthen engagement with requesters; * Perform ticket triage and routing using Senior’s standard support tool and/or the customer’s designated tool; * Use communication channels such as Teams or other channels previously agreed upon with the customer, documenting all interactions within the respective incident records; * Monitor incidents until resolution, escalating when necessary, requesting prioritization, or updating statuses during periodic meetings with the customer (daily, weekly, biweekly, or monthly); * Inform customers about features released in upcoming versions that may assist their operations, guiding them on upgrades. **WE ARE LOOKING FOR SOMEONE WHO:** * Holds or is pursuing a bachelor’s degree in Information Technology and/or Business-related fields; * Has knowledge of Senior ERP’s Market and Procurement modules; * Understands the Support Process and customer service practices; * Has experience in External or Internal Support roles. **WHAT COULD ENHANCE YOUR CANDIDACY:** * Knowledge of business topics relevant to the role’s domain; * Intermediate understanding of Senior’s business rules and/or related software; * Familiarity with adopted technologies—or similar ones—and logic concepts; * Basic database knowledge; * Fundamental proficiency with customization tools for the supported product (LSP). **OUR BENEFITS:** * Health and dental insurance; * Life insurance; * PPLR—Profit and Results Sharing Program; * Wiipo Card with flexible benefits; * Wiipo Club offering exclusive discounts and advantages; * TotalPass—Gym and wellness benefit; * Banked hours; * Citizen Company Policy: Extended maternity and paternity leave; * Newborn assistance; * Pet care assistance; * Senior Corporate University; * Career development plan. **THE SENIOR WAY:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality because experiences and perspectives are unique—offering opportunities inclusive of diverse people and thoughts. This is how we achieve outstanding results that drive customer success, powered by the dedication of extraordinary people. These details apply specifically to this opportunity, but you can explore all our openings and learn more about life at Senior on our careers page: senior.com.br/carreiras **We Are More Senior!** We are a Brazilian company recognized as one of the country’s largest enterprise software developers for business management. With over 35 years of history and offices across Brazil, we proudly contribute to the digital transformation of countless businesses. Beyond Brazil, we’ve expanded internationally through the acquisition of a Colombian company, enabling our presence across LATAM. With one of the most comprehensive high-performance portfolios, the quality of our solutions stems from the work of over 2,700 professionals. Our purpose—"Empowering People and Accelerating Business"—and our passion for technology have earned us GPTW recognition. For seven consecutive years, we’ve been certified as a Great Place to Work®, thanks to incredible people who make Senior an ever-better place to work. And so we continue growing—valuing every journey and demonstrating that Senior’s expansion and brand strength come from engaged, fearless people, because driving the new is part of who we are. Discover more about us at www.senior.com.br or through our social media channels: