Description: Job Mission: Responsible for executing low- and medium-complexity processes, ensuring the management of Service Contracts and Deferred Revenue Management for the TOTVS Group’s Service Units. Responsibilities and Duties * Provide customer support via TOTVS channels, clarifying questions on low- and medium-complexity topics—particularly those related to supervision and PMO-area processes—while complying with established rules and targets; * Perform triage and routing of tickets opened by customers, reclassifying or categorizing them using the support tool according to ticket type, support status, or complexity level, while also considering the possibility of on-time resolution; * Inform customers when support is in progress, by updating the opened ticket; * Create Non-Billable Contracts and Projects, following Service Governance rules, through cross-departmental interactions and using the Project Management tool; * Analyze, validate, or reject proposals during the creation process of Billable Contracts, using the Project Management tool; * Register Billable Projects using the Project Management tool; * Carry out activities focused on achieving service indicators (productivity, customer satisfaction surveys, etc.), ensuring Customer Journey continuity and adherence to departmental processes; * Analyze and perform project registration maintenance (e.g., service team changes, hour allocations, etc.) using the Project Management tool; * Release billing according to specified reasons (02/03/13/20), accounting for client-specific exceptions, using the Project Management tool and supporting spreadsheets; * Cancel invoices (NFs) after analysis and approval by the Service Unit, using the Project Management tool; * Analyze and execute write-offs and/or reversals of Buffer amounts related to Billable Contracts where no justifications are mapped in the monitored buffer control, using the Project Management tool; * Analyze and close Milestones, Projects, and Contracts—including required signed documentation—using the Project Management tool; * Execute the Service Units’ closing process for accounting purposes, using the Project Management tool; * Validate accounting integrations and deferred revenue results per Service Unit using the Project Management tool, Protheus, and managerial reports; * Compile, analyze, and deliver supporting information for decision-making and action by Service Units—for example, project cleanup, backlog control, buffer monitoring, etc. Requirements and Qualifications * Currently pursuing or completed undergraduate degree in Exact Sciences; * Experience in accounting, tax, and administrative/financial processes; * Experience in customer service; * Experience monitoring departmental KPIs; * Technological mindset; * Intermediate-level Excel and PowerPoint; * Google Workspace; * Knowledge of Agile methodology; * Experience in Contract Management and administrative/financial routines; * Language: Spanish and English (desirable) 2512190202551926796