[Support] Technical Support Specialist

Description

**[Support] Technical Support Specialist** ================================= TOTVS | São Paulo - SP | Remote Job Description Provide technical support to our customers with empathy and proactivity, contributing to customer satisfaction with TOTVS products and services. Responsibilities and Duties * Support customer service through TOTVS channels, clarifying low-complexity system-related questions with close guidance, and recording suggestions and incidents; * Assist in customer service via ticket submission channels, operating under direct supervision and aiming to meet established targets; * Record requests in the system, ensuring complete documentation of all necessary evidence for understanding and handling the requests; * Support triaging tickets opened by customers, performing reclassifications or categorizations as needed, based on ticket type or service status; * Assist in sending status updates for ongoing requests upon customer request, via phone, email, or service management systems; * Contribute to achieving individual performance indicators—such as productivity and satisfaction surveys—as well as departmental goals and results; * Support updating FAQs and knowledge bases with defined and shared solutions for customers. Requirements and Qualifications Currently pursuing a bachelor’s or technology degree; Microsoft Office Suite; Programming logic. Desired Qualifications * Knowledge of programming logic and basic database concepts; * Familiarity with programming languages or technologies required for the role, with focus on the RM HR product line; * Understanding of business rules related to the RM HR product line; * Experience in customer service; * Experience in technical support. Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University: a corporate university offering free content and certifications for all employees; * +Saudáveis Program: supports 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: personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta: complimentary online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses serving select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing room; * Life insurance; * Childcare allowance; * Private pension plan; * Office environment designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of driven, nonconformist individuals motivated by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development unfolds within an inclusive, respectful, and energizing environment—people supporting people! We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS