Job Summary: A Prime Analyst delivers excellent support to Prime Datasul customers, operating consultatively, agilely, and innovatively to ensure compliance and efficiency. Key Highlights: 1. Consultative and excellent support to Prime Datasul customers 2. Direct involvement in ERP Datasul modules impacted by the Tax Reform 3. Influencing the evolution of TOTVS products and services as the customer's voice **Description** The Prime Analyst’s primary mission is to deliver excellent support to Prime Datasul customers, operating consultatively, agilely, and innovatively. This professional will work directly on ERP Datasul modules affected by the Tax Reform (Billing, Tax, Financial, Accounting, Materials, among others), while also supporting departments integrated with these processes, ensuring compliance with new legal requirements and delivery efficiency. They serve as the customer’s voice within the organization, suggesting improvements and positively influencing the evolution of TOTVS products and services. **Responsibilities and Duties** Provide customer support via official TOTVS channels, clarifying high-complexity technical and functional questions. Diagnose and resolve issues related to TOTVS systems, ensuring high-quality, timely delivery. Support customers by opening tickets according to established procedures, ensuring adherence to departmental goals. Provide periodic updates to customers regarding the status of their requests, with clarity and accuracy. Alert leadership/coordinators about critical or stalled incidents after exhausting all resolution attempts. Support and guide junior analysts in diagnosing and resolving complex tickets. Analyze root causes of recurring incidents and propose corrective and preventive actions. Serve as the reference point for negotiating with customers in critical or sensitive situations. Maintain close collaboration with internal teams such as Product, Development, and Consulting to achieve definitive resolutions. Actively participate in continuous improvement projects, proposing solutions to optimize processes. Draft, review, and keep technical documentation and knowledge base (FAQs, solutions) up to date. Contribute to departmental KPIs (productivity, customer satisfaction, service quality). Proactively manage potential risks or crises with strategic customers. Deliver technical or support consulting as required by customers or TOTVS. Draft and review internal technical documentation and knowledge base. Participate in continuous improvement projects, proposing solutions to increase support efficiency. Ensure high customer satisfaction, emphasizing service quality and empathy. **Requirements and Qualifications** Completed or ongoing undergraduate degree in Information Technology, Information Systems, or related fields. Functional experience with TOTVS Datasul ERP, focusing on ERP Datasul modules impacted by the Tax Reform (Billing, Tax, Financial, Accounting, Materials, among others). Knowledge of business rules governing Billing, Tax, Financial, Accounting, Materials, and other processes. Ability to perform system configuration, process analysis, improvement suggestions, and functional system support. Prior experience providing technical and functional customer support, preferably in a support or consulting environment. Desirable: Basic/intermediate SQL knowledge; Familiarity with TOTVS SmartClient; Basic programming logic concepts; Knowledge of development languages (HTML, mobile, Progress); Experience in ERP implementation or migration projects
João Silva
Indeed · HR
João Silva
Indeed · HR
