Support Technician (Payroll Module)

Description

Job Summary: User-facing professional providing system support, responsible for resolving issues, guiding users on functionalities, and maintaining the knowledge base. Key Highlights: 1. User support and technical assistance for system users 2. Problem analysis and search for effective solutions 3. Use and updating of the knowledge base **Responsibilities:** * Provide user support regarding inquiries, bug reports, training sessions, technical meetings, configuration/parameterization, and customization requests—always leveraging the knowledge base * Use and maintain an up-to-date knowledge base * Register, track, and update service tickets/cases with full details of actions taken, including all status updates and progress tracking * Analyze reported problems and identify solutions within the system * Provide guidance on correct usage of functionalities * Classify and prioritize tickets based on impact and urgency * Forward tickets to technical teams (e.g., development, business units), with clear demand descriptions * Monitor responses from technical teams and keep customers informed with regular updates **Requirements:** * Experience in customer service or system support * Basic knowledge of systems * Familiarity with ticket creation and tracking (e.g., Jira, GLPI, Service Desk, etc.) * Ability to analyze problems and identify probable root causes * Aptitude for learning new systems and processes * Experience using knowledge bases * Knowledge of server registration, benefit and deduction registration, payroll deduction control, salary calculation, vacation accrual, 13th salary, termination procedures, alimony calculations, INSS and IR calculations, official notices, civil servant career lifecycle, e-social, and probationary periods * Willingness to travel **Preferred Qualifications:** * Basic knowledge of databases or system logic * Familiarity with ITIL or support processes * Experience with ticketing and documentation tools (e.g., Jira, Service Desk, Confluence) Compensation: starting at R$2\.700,00 per month Benefits: * Medical insurance * Dental insurance * Food allowance * Meal voucher * Transportation allowance Work Location: Hybrid remote work based in Volta Redonda, RJ