[Support] Support Technician

Description

Job Summary: Provide empathetic and proactive technical support to our customers, contributing to their satisfaction with TOTVS products and services. Key Highlights: 1. Excellent customer support across multiple TOTVS channels 2. Providing technical and conceptual support to high-complexity customers 3. Continuous development through the TOTVS Learning Journey **[Support] Support Technician** ================================= TOTVS | São Paulo - SP | Hybrid Job Description Provide empathetic and proactive technical support to our customers, contributing to their satisfaction with TOTVS products and services. Responsibilities and Duties * Deliver excellent customer support via various TOTVS channels: phone, tickets, chat, etc.; * Provide technical and conceptual support to customers in highly complex scenarios, clarifying doubts and performing technical incident analysis through system testing, source code debugging and evaluation, and software architecture and component analysis; * Perform operational support activities including creation and enhancement of technical documentation, demand triage, interaction with related departments, and other consultancy-related tasks aligned with the functional area; * Apply and improve best practices for customer service and organizational operational processes, focusing on quality and customer satisfaction; * Continuous development through the TOTVS Learning Journey and related initiatives; * Manage multiple demands and act swiftly to meet individual and collective performance indicators, aiming to exceed departmental goals. Requirements and Qualifications * Knowledge of Protheus ERP structure and architecture (dictionaries, database, environment, configurator); * Familiarity with SQL and Oracle databases; * Experience in customer service / technical support; * Bachelor's degree in IT or currently pursuing one; * Knowledge of Business Rules: Procurement Management; * Basic programming logic (preferably ADVPL language) and source code analysis skills. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Healthy Program, supporting each TOTVER with guidance and initiatives focused on physical, mental, and personal financial well-being; * +Advantages Program, Latin America’s largest discount network, exclusively for our employees; * +Care Program, a personal support 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 Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal allowance and/or food allowance; * Transportation allowance and shuttle services 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 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 occurs within 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. #JoinTOTVS #WeAreTOTVS