[Support] Junior Support Analyst

Description

**[Support] Junior Support Analyst** ========================================= TOTVS | Goiânia - GO | Hybrid Job Description Provide technical support to our customers by delivering solutions with empathy and proactivity, ensuring customer satisfaction with TOTVS products and services. Responsibilities and Duties * Support customers via TOTVS channels, clarifying system-related questions and registering suggestions and incidents. * Provide support through ticketing channels, following defined processes and aiming to meet established targets. * Register customer requests in the system, ensuring complete documentation of evidence and necessary information for all stakeholders. * Triage tickets opened by customers, classifying and categorizing them according to request type or support status. * Provide status updates on ongoing requests whenever requested by customers, using channels such as phone, e-mail, and support systems. * Escalate requests or incidents to higher support levels if unresolved within the timeframe defined by the area’s coordination. * Contribute to achieving individual performance indicators—such as productivity and satisfaction surveys—as well as departmental goals and results. * Alert coordination about potential risks or crisis situations involving customers, acting preventively and collaboratively. * Keep FAQs and knowledge bases updated with solutions and guidance provided to customers. Requirements and Qualifications * Bachelor’s degree completed or in progress; * Knowledge of programming languages or technologies required for the role, as defined by hiring criteria; * Understanding of programming logic and basic database concepts; * Knowledge of business rules aligned with the operational segment; * Proficiency with Microsoft Office suite. Desired Qualifications * Familiarity with TOTVS products. Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University: a corporate university offering free content and certifications for all employees; * +Healthy Program: supports each TOTVER through advisory services and initiatives focused on physical, mental, and financial wellbeing; * +Advantages Program: Latin America’s largest network of exclusive discounts for our employees; * +Care Program: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta: free online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at selected metro stations; * Extended maternity and paternity leave; * Nursing 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 leader, we are a universe of nonconformist people driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Your professional development happens here in an inclusive, respectful, and energizing environment—people supporting people. We pursue sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us in innovating and building the future of technology. #VemPraTOTVS #SomosTOTVS