Support Analyst - Electronic Documents

Description

Job Summary: The professional will provide low-complexity support to customers, seeking to understand their needs and transform them into consultative solutions. Key Highlights: 1. Consultative and systemic customer support 2. Focus on excellence and goal achievement 3. An environment that encourages professional development Want to make your mark in the tech field within a rapidly growing Technology Ecosystem?! Then, come write this story with us and become a new InventER!!! We are transforming how we deliver experiences to our customers. If you also believe it is essential to place the customer at the center of all decisions, understand every step of the customer journey, implement necessary changes to foster the best brand interactions, reduce effort, and build emotional connections with customers, this position is for you! Invent Software is an organization dedicated to building intelligent solutions, operating across Brazil through partners to simplify processes and enhance organizational performance. If you seek a place where you can be yourself and enjoy continuous development, join us!!! Up for the challenge? Check out what we expect from this role **Responsibilities and Duties** * Provide low-complexity customer support, seeking to understand customers’ needs and processes, exploring those needs systematically and consultatively based on our business expertise, and translating those needs into solutions that add value to customers’ daily operations; * Provide customer support via ticketing channels under direct supervision, focusing on excellence and meeting established targets; * Send status updates on ongoing requests to customers upon request, using available support channels (phone, email, chat, or system); * Triage tickets opened by customers and classify or categorize them as needed; * Contribute both to achieving individual KPIs (productivity, satisfaction surveys, etc.) and to team/departmental results and goals; * Answer phone calls directed to the Interactive Voice Response (IVR) system; * Conduct system usability tests with customers during support sessions when necessary. **Requirements and Qualifications** * Currently pursuing or having completed a technical or undergraduate degree in Information Technology, Accounting, or Quality Control; * Experience providing support using technology-based solutions; * Knowledge of NFe, NFCe, NFSe, DFe, MDFe, GNRe, and CTe processes; * Languages: Advanced Spanish is a plus. **Additional Information** Work schedule: 44 hours per week, Monday to Friday, from 8:00 AM to 6:00 PM CLT employment contract – permanent position **Benefits:** Transportation Allowance or Fuel Assistance; Home Office Assistance Meal Allowance or Food Voucher Medical Assistance Dental Assistance Breakfast at the office Partnerships with language courses Scholarships **Invent Experience:** Fruit Day (Tuesdays and Thursdays) Sentiment Pulse (continuous active listening) Integration Happy Hour (with barbecue) Energetic Monday (first Monday of each month) Workplace Gymnastics (Mondays and Wednesdays) We have been in the market for over **15 years**, with a track record built on the trust of more than **2\.500** SAP Business One clients and the positive impact we’ve generated among over **250** employees. At Invent, we believe true success is built on people. Thus, our actions go beyond delivering innovative solutions in tax, accounting, banking, contracts, human resources, foreign trade, RPA, chatbots, and BI. Our focus lies in **fostering continuous development and well-being** for everyone who is part of this journey. We offer an environment that encourages professional growth through performance evaluations, Individual Development Plans (IDPs), leadership training, 1:1 meetings, and structured feedback. We also value active listening, conducting weekly Sentiment Pulses to understand team sentiment and create a space where everyone feels heard and respected. Our *Inventer* way of being is guided by **values that connect people and strengthen our culture**, ensuring every employee has the tools and support needed to grow alongside us. If you want to disruptively shape the future of business, this is your place. **\#VempraInvent**