Support Analyst

Description

At Senior, technology is built by collaborative teams characterized by autonomy, responsibility, and a focus on delivering real business impact. You will work on solutions that continuously evolve, tackling concrete challenges and participating in decisions that shape products used by thousands of companies. To help drive the tech ecosystem with us, learn more about the **Senior Technology Manifesto**. **ABOUT THE CHALLENGE:** Driven by our purpose of empowering people and accelerating businesses, we are seeking a Support Analyst passionate about customer service and eager to join an engaged, collaborative, and high-performing team. Here, you will make a difference in our customers’ day-to-day operations by supporting issue resolution, ensuring delivery agility, and guaranteeing clear, continuous communication. If you enjoy challenges, constant learning, and working closely with customers, this opportunity is for you. You will join the Senior ERP Support team, focusing on relationship management, customer experience, and prioritization of critical requests. Your role will center on facilitating the customer’s journey within the system, ensuring their needs are addressed efficiently, systematically, and with quality. **KEY RESPONSIBILITIES:** * Serve as the primary contact point for customer support, prioritizing high-impact requests. * Facilitate and track support requests, ensuring smooth service delivery and SLA compliance. * Maintain continuous communication with customers, ensuring clarity, alignment, and a positive experience. * Support analysis of ERP-related requests by understanding business context and appropriately directing solutions. * Organize and prioritize support activities with a focus on impact and urgency. * Collaborate with other technical and business areas to ensure efficient resolution of support tickets. * Contribute to the continuous improvement of customer support and relationship management processes. **WHAT WE EXPECT FROM YOU:** * Knowledge of support and customer service processes; * Completed or ongoing undergraduate degree in Information Technology, business-related fields, or communications; * Knowledge of Business Management, including familiarity with business processes; * Familiarity with Senior ERP business rules or similar systems; * Basic understanding of logic and underlying technologies; * Strong communication skills, organization, and ability to synthesize information; * Well-developed interpersonal skills, emotional intelligence, and time management capabilities. **WHAT WILL STRENGTHEN YOUR APPLICATION:** * Experience in technical support or customer service (internal or external). * Hands-on experience with Senior products, especially the Business Management suite. * Persuasion, communication, and negotiation skills when interacting with customers. * Ability to organize and prioritize requests in dynamic environments. * Knowledge of or experience with Customer Success (CS) practices. **Our benefits:** * Health and dental insurance; * Life insurance; * PPLR — Profit and Results Sharing Program; * Wiipo card with flexible benefits; * Wiipo Club offering exclusive discounts and advantages; * TotalPass — Gym and wellness benefit; * OnHappy — Travel benefits and advantages; * Banked hours; * Citizen company: Extended maternity and paternity leave; * Newborn assistance; * Pet care assistance; * Senior Corporate University; * Career development plan. **Our Senior way of being:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality because experiences and perspectives are unique, and opportunities embrace diversity of people and thought. It is precisely this approach that enables us to achieve outstanding results—results that drive our customers’ success, powered by the dedication of incredible people. These details apply specifically to this opportunity, but you can explore all our open positions and learn more about life at Senior on our careers page: senior.com.br/carreiras **We are more Senior!** We are a Brazilian company recognized as one of the country’s largest enterprise software developers for business management. With over 35 years of history and nationwide presence, we accelerate the digital transformation of thousands of companies through technology. We expanded into international markets with the acquisition of a company in Colombia, strengthening our footprint across Latin America. The quality of our solutions stems from the work of over 3\.600 professionals and a comprehensive portfolio focused on high performance. Guided by our purpose of Empowering People and Accelerating Businesses, we have been recognized eight times as a Great Place to Work®. We continue growing consistently, valuing people, culture, and collaboration—because driving the future is part of who we are. Discover more about us at **www.senior.com.br**, or follow our content on social media: