ERP Support Analyst

Description

Job Summary: Technical support professional to manage incidents, diagnose issues, and ensure customer satisfaction at a condominium management company. Key Highlights: 1. Customer support in technical assistance 2. Focus on problem resolution and incident documentation 3. Opportunity at a company with 10 years in the market Winker is more than a platform—it is a complete solution that simplifies and enhances condominium management. With our technology, you can efficiently and easily control your condominium’s finances, communications, services, and reservations. We are a company with 10 years of market experience, serving nearly 2 million users across Brazil. Responsibilities and Duties: * Receive and log support tickets, ensuring complete incident documentation; * Provide telephone, email, or ticketing-system-based support, following established procedures; * Perform initial diagnosis of user-reported issues using available tools and documentation; * Resolve simple issues or escalate more complex cases to higher support tiers per established procedures; * Monitor progress of open incidents, ensuring agreed service-level response times are met; * Escalate unresolved or critical issues to higher support tiers or development teams as needed; * Maintain an up-to-date knowledge base with solutions for frequent issues and support procedures; * Contribute to creating technical documentation and end-user training materials; * Other related duties. Requirements: * Prior customer service experience * Knowledge of finance (Accounts Payable, Accounts Receivable, trial balances, etc.) * Experience with ERP Financial systems * Microsoft Office suite Preferred Qualifications: * Experience in the condominium management segment * Experience in technology companies At Winker, you will enjoy the following benefits: * Meal allowance: R$ 31.00 per day via CAJU card, with no deduction from employee salary * Transportation allowance * Birthday day off * Weekly Friday social events * Equipped cafeteria * Relaxation area with billiards and bean bags * After 6 months of employment: R$ 400.00 in flexible benefits, with no deduction from employee salary * Dental care plan * SESC discount partnership