**Description:** **Job Description:** WHAT YOU WILL DO: Mission: Provide technical support to our customers, delivering solutions with empathy and proactivity while ensuring customer satisfaction with TOTVS products and services. Assist customers through TOTVS channels, clarifying their questions on medium- to high-complexity topics related to the system, and recording suggestions and incidents; Provide assistance via ticketing channels according to defined processes and aiming to meet established service targets and goals; Record customer requests in the system—including all necessary supporting evidence (e.g., opened tickets)—with full detail required by all impacted parties; Triage tickets opened by customers and reclassify or categorize them, as needed, by ticket type or support status; Provide status updates on ongoing requests upon customer request, via support channels (phone, email, system); Escalate requests or incidents to the next level when they remain unresolved after exhausting all possible solutions within the timeframe estimated by the team’s Coordination; Contribute both to achieving individual performance indicators (productivity, customer satisfaction surveys, etc.) and to the team’s overall results and goals; Alert Coordination and act promptly regarding potential risks or crises affecting customers; Keep FAQs/knowledge base updated with defined and communicated solutions provided to customers; Support continuous improvement initiatives by identifying new solutions, detecting problems, and highlighting relevant issues; Deliver technical or support-related consulting to customers. Requirements Minimum Education: Undergraduate degree (in progress) Other Requirements WHAT WE EXPECT FROM YOU: Advanced knowledge of the Datasul product (Backoffice or Manufacturing); Programming logic and basic database concepts; Microsoft Office suite. Customer service experience; Experience in the Support area. **Activities:** Technical support. **Requirements:** Advanced knowledge of the Datasul product (Backoffice or Manufacturing); Programming logic and basic database concepts; Microsoft Office suite. Customer service experience; Experience in the Support area. **Benefits:** Meal Allowance, Dental Plan, Dental Assistance. 2512190202551698625