[Support] Junior Support Analyst | Affirmative Action for People with Disabilities

Description

Job Summary: First-level support with emphasis on initial ticket triage, ensuring excellence, empathy, and proactivity in problem resolution. Key Highlights: 1. Excellent customer service with a strong focus on the client 2. An environment that values proactivity and collaboration 3. Opportunities to innovate and create real impact **[Support] Junior Support Analyst | Affirmative Action for People with Disabilities** ==================================================================================== TOTVS | Bauru - SP | Hybrid Job Description * Our primary goal is excellence in customer service; * Junior Support Analyst I to provide first-level support, focusing on initial ticket triage via IVR, using channels such as chat and telephone. **Shift: 12x36** **Working Hours: 11 AM to 11 PM** Responsibilities and Duties * End-to-end ticket handling via chat, email, and telephone, ensuring quality, organization, and timely customer follow-up; * Engage closely, empathetically, and consultatively with customers; * Analyze information and context to direct support interactions accurately; * Act with **a sense of urgency**, prioritizing what truly matters; * Collaborate with other teams, maintaining clear and cooperative communication; * Be proactive: anticipate issues, suggest improvements, and drive results. Requirements and Qualifications * Experience in customer service or user-facing roles; * Basic IT knowledge is a plus; * Genuine desire to delight customers; * Proactive, organized, and responsible profile; * Strong analytical ability; * Clear communication skills. Salary Range To be determined Employment Type CLT Benefits **Meal Voucher and Food Voucher**, because good energy starts on your plate. **Birthday Day Off**, to celebrate your way. **Scholarship Program and Free Courses**, to keep evolving continuously. **Profit Sharing (PLR)**, celebrating achievements together. ️ **Vacations & Co**, with exclusive benefits to enhance your rest time. **Baby #soulinx Onboard**, offering comprehensive care and special treats for moms and dads during this important moment. **My Pet Club**, because your pet is part of the family, with benefits and advantages to care for your best friend. **Wedding Gift**, to celebrate life's major milestones. **Medical and Dental Insurance**, to comprehensively safeguard your health. **Life Insurance**, bringing greater peace of mind to you and your family. * **Acolhe 360**, a comprehensive employee support program staffed by a multidisciplinary team. **Conexa Saúde**, our digital hospital — no cost, available anytime, day or night. **Medication Benefit**, up to **R$ 200 per month subsidy**, delivered through a fully digital journey integrating consultation, prescription, and purchase via Verde Virtual Hospital. **WellHub**, a partnership with gym networks so you can care for both body and mind. * **Allya**, offering exceptional discounts at thousands of establishments across Brazil. About the Company **Linx is now TOTVS.** We are technology specialists for the retail sector, and together we have built Brazil’s largest management software force. We combine deep retail expertise with the strength of Brazil’s leading technology company. Our mission is clear: empower people and businesses to evolve. **We are a universe of nonconformist people.** We believe growth happens person-to-person, and therefore grant our talents full autonomy to create solutions that anticipate the future of retail. If you seek an environment to innovate, connect human and artificial intelligence, and generate real impact on the country’s economy, this is where you belong. In our daily work, technology goes beyond code: it is the tool that creates opportunities and transforms stories. Want to help build the future of retail technology? **TOTVS. A universe of nonconformist people.**