CUSTOMER SUPPORT ANALYST

Description

Job Summary: Customer Support Analyst to join the team and contribute to excellence in customer service by providing technical support and assisting in problem resolution. Key Highlights: 1. Specialized technical support for retail ERP systems 2. System failure analysis and proposal of system improvements 3. Continuous development in a team environment **ABOUT THE OPPORTUNITY** A technology company headquartered in Maringá/PR, specializing in developing ERP systems for technical and specialized retail businesses. Sectors include electrical materials, lighting, flooring, cladding, metals, premium furniture, and distributors. We are seeking a Customer Support Analyst to join the team and contribute to excellence in customer service by providing technical support to system users, assisting in problem resolution, and ensuring optimal performance of our solutions. **JOB DETAILS** **Level:** Operational **Openings:** 1 **Employment Type:** CLT **Location:** Maringá/PR (on-site) **Work Schedule:** Monday to Friday, 8:00 AM to 6:00 PM, with a 1-hour and 12-minute break **Saturdays:** Rotational shift work **Travel:** Yes, occasionally **Education Requirement:** Completed undergraduate degree in an IT-related field **RESPONSIBILITIES** * Monitor and resolve support tickets, keeping customers informed about the status of their requests; * Identify failures, document root causes, and collaborate with the technical team to find effective solutions; * Gather requirements and map business processes, understanding each client’s specific needs; * Document procedures and update technical information clearly and systematically; * Analyze errors and propose improvements to system workflows and functionalities; * Participate in user acceptance testing (UAT), ensuring quality prior to delivery. **REQUIREMENTS** * Completed undergraduate degree in Information Technology (e.g., Information Systems, Systems Analysis and Development, Computer Science, or related fields); * Prior experience in customer support, preferably with ERP systems; * Strong verbal and written communication skills, with ease in interacting with customers; * Analytical ability to identify problems and propose solutions; * Availability to work rotational shifts on Saturdays and undertake occasional travel; **PREFERRED QUALIFICATIONS** * Knowledge of SQL for database queries; * Previous experience with ERP systems in the retail sector; * Experience providing technical support to corporate clients. **BEHAVIORAL PROFILE** * Proactivity and initiative to anticipate needs; * Clear and empathetic communication when interacting with customers; * Analytical mindset and problem-solving orientation; * Willingness to continuously learn and collaborate effectively within a team. **WHAT WE OFFER** * CLT employment contract; * Fixed salary; * Meal allowance; * Transportation allowance; * Health insurance; * Dental insurance; * Life insurance; * Access to the Wellhub platform (Gympass); Minimum Education Level: Undergraduate Degree