[Support] Junior Technical Support Analyst | Datasul (affirmative action for persons with disabilities)

Description

Job Summary: Provide empathetic and proactive technical support to customers, contributing to their satisfaction with TOTVS products and services. Key Highlights: 1. Support customer service and clarify low-complexity inquiries 2. Contribute to individual performance indicators and departmental goals 3. Update FAQs/knowledge base with solutions **[Support] Junior Technical Support Analyst | Datasul (affirmative action for persons with disabilities)** ====================================================================================================== TOTVS | Joinville - SC | Hybrid Job Description Provide empathetic and proactive technical support to our customers, contributing to their satisfaction with TOTVS products and services. Responsibilities and Duties WHAT YOU WILL DO: * Support customer service through TOTVS channels, clarifying low-complexity inquiries with close guidance regarding the system, and recording suggestions and incidents; * Assist customer service via ticketing channels under direct supervision, meeting established targets; * Record requests in the system with all necessary evidentiary details for full understanding; * Support triaging of customer-submitted tickets and reclassify or categorize them as needed by ticket type or service status; * Assist in sending updates on ongoing requests upon customer request, via service channels (telephone, email, system); * Contribute to achieving both individual indicators (productivity, satisfaction surveys, etc.) and departmental results/goals; * Support updating FAQs/knowledge base with defined solutions communicated to customers. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Experience in customer service; * Experience in the Support area; * Knowledge of Finance workflows; * Familiarity with the Datasul product. 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: supports each TOTVER with advisory services 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: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: free online medical consultation service provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing room; * Life insurance; * Daycare assistance; * 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 community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here 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. #VemPraTOTVS #SomosTOTVS