JUNIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: Provide empathetic and proactive technical support to customers, ensuring satisfaction with TOTVS products and services. Key Highlights: 1. Customer support through multiple channels 2. Registration and triage of support tickets 3. Updating FAQs/knowledge base **JUNIOR TECHNICAL SUPPORT ANALYST** ====================================== TOTVS | Goiânia - GO | Hybrid Job Description Role Mission – 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 through TOTVS channels, clarifying their questions regarding the system, and recording suggestions and incidents; * Provide support via ticket submission channels according to defined processes, aiming to meet established service targets and goals; * Record customer requests in the system with all necessary evidence (opened tickets) and detailed information required by all impacted parties; * Triage tickets opened by customers and classify or categorize them, when necessary, by ticket type or support status; * Provide status updates on ongoing requests upon customer request, via support channels (phone, email, system); * Escalate requests or incidents to the next level if unresolved after exhausting all possible solutions within the timeframe defined by the team coordination; * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’s overall results and goals; * Alert coordination and act promptly on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined and communicated solutions for customers. Requirements and Qualifications * Education: Bachelor’s degree or currently enrolled. * Specific knowledge: * Programming language or technology required for the role (to be specified upon hiring); * Programming logic and basic database concepts; * Business rules aligned with the operational segment; * Microsoft Office Suite Desirable Requirements Desirable Requirements * Experience with WinThor system; * Strong communication skills, logical reasoning, and proactivity. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all employees; * +Saudáveis Program, supporting each TOTVER through advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program, Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program, a personal assistance program for employees and their families, offering guidance across various specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal allowance and/or food allowance; * Transportation allowance; * Extended maternity and paternity leave; * Life insurance; * Childcare allowance; * Private pension plan; * Gympass. About the Company If you are a kind person who loves learning and is passionate about results, you’re in the right place! As Brazil’s largest technology company, we aim to build an increasingly robust ecosystem with people who love innovation and believe in collaboration to make a difference! Here, we foster a dynamic environment that celebrates diversity, promotes inclusion, and constantly pursues excellence! We believe in the transformative power of technology and its ability to contribute toward building a more diverse and inclusive society. Therefore, we are committed to our diversity and inclusion policy and programs to ensure an increasingly representative, respectful, and welcoming ecosystem. #DareAndTransform #BeTOTVS