Job Summary: We are seeking a professional to provide remote technical support for ERP systems, focusing on billing, finance, and procurement—resolving issues and clarifying operational questions with excellence and proactivity. Key Highlights: 1. Remote ERP support for customers (billing, finance, procurement) 2. Dynamic, collaborative environment with growth and development opportunities 3. Autonomy in less complex situations and experienced support TOPCON – CONCRETE EXPERTISE ALIGNED WITH HIGH TECHNOLOGY We develop solutions that connect, innovate, and optimize processes for concrete producers, enabling scalability in concrete operations. Would you like to join a company offering the most powerful and comprehensive suite for ready-mix concrete plant management? Here, you’ll find a dynamic, results-oriented, collaborative, and relaxed work environment, along with outstanding career growth and development opportunities! Visit our website to learn more: www.topconsuite.com We seek a professional with experience in remote customer support and technical assistance for administrative ERP modules—particularly in billing, finance, and procurement. This role focuses on resolving system-related problems and clarifying operational questions, supporting ticket management and escalation, documenting support interactions, and collaborating with internal teams—all with an unwavering focus on service excellence and customer satisfaction. The professional is expected to operate autonomously in less complex scenarios, following established procedures while relying on experienced colleagues for advanced or escalated demands. Proactivity, strong communication skills, and attention to detail are essential competencies for success in this role. Main Responsibilities: * ERP System Support: Provide remote support to users of administrative ERP modules, with emphasis on billing, finance, and procurement. * Responding to User Inquiries and Requests: The support technician must be available to answer user questions and assist in resolving issues related to system usage. This may include answering questions about how to use specific Topcon features, troubleshooting connectivity issues, or helping users access their accounts. * Documenting and Reporting Issues: The support technician must maintain records of all issues and requests received and track them to ensure resolution. * Collaborating with Other Support Teams: The support technician may collaborate with other support teams—such as Development or Infrastructure—to ensure proper system functionality and effective, efficient issue resolution. * Managing and Prioritizing Support Tickets: The support technician must manage and prioritize support tickets, ensuring critical issues are addressed urgently. This includes triaging tickets, assigning priority levels based on problem severity using the “Priority” option in the left corner of the Zendesk ticket, and escalating issues to other teams when necessary. * Providing Remote Support: The support technician must deliver remote support to users. This includes using licensed remote support software to access and resolve issues from a remote location. Topcon’s licensed remote tools are TeamViewer, Guacamole, and Windows RDP; no other solutions may be used. * Ensuring User Satisfaction: Finally, the support technician must strive to ensure user satisfaction by delivering fast, efficient technical support and resolving issues promptly—so users can fully leverage the system. Required Qualifications and Experience: * Completed Bachelor’s degree in Administration, Accounting, or equivalent. * Basic knowledge of administrative processes (accounts payable/receivable, invoice issuance, procurement). * Customer service experience, preferably remote. * Basic ERP system knowledge. * Proficiency in basic computer tools and the Windows environment. Desirable Qualifications and Experience: * Basic experience with cloud environments and networks. * Basic knowledge of information security. * Basic knowledge of databases, especially MySQL. * Advanced English for communication and reading international manuals. Benefits: * Meal Allowance * Health Insurance * Dental Insurance * PLR – Profit and Results Sharing * Study Incentive * Life Insurance * Total Pass * Créditas * Birthday Gift Card * Christmas Bonus * Partnership Program Additional Information: * Salary negotiable * Employment type: CLT * On-site work * Working hours: Monday to Friday, plus weekend and holiday shifts as needed * Work location: São José do Rio Preto-SP / São Sebastião do Paraíso-MG