Technical Support Analyst - Logix Materiais

Description

Job Summary: We are seeking a Technical Support Analyst to support TOTVS customers, ensuring a positive experience with our products and services through empathetic and proactive support. Key Highlights: 1. Provide technical support and clarify system-related questions. 2. Contribute to achieving individual and departmental goals. 3. Keep the KCS/knowledge base updated with solutions. **Technical Support Analyst \- Logix Materiais** ================================================== TOTVS \| Joinville \- SC \| Hybrid Job Description If you are empathetic, proactive, and want to make a difference, join the TOTVS team! We are looking for professionals to provide technical support to our customers, ensuring a positive experience with our products and services. Responsibilities and Duties · Support customers via TOTVS channels, clarifying medium/high-complexity system-related questions, and recording suggestions and incidents; · Provide support via ticketing channels according to defined processes, aiming to meet established service targets and goals; · Record customer requests in the system, including all necessary evidence (opened tickets) and detailed information relevant to all impacted parties; · Triage tickets opened by customers and reclassify or categorize them as needed, based on 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 when no resolution is achieved after exhausting all possible solutions within the timeframe defined by the department’s coordination; · Contribute to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and departmental results/goals; · Alert coordination and act on potential risks or crises affecting customers; · Keep the KCS/knowledge base updated with defined solutions communicated to customers; · Support improvement initiatives by identifying new solutions, detecting problems, and highlighting relevant issues. Requirements and Qualifications * Knowledge of calculations for taxed and withheld taxes (ICMS, IPI, ICMS ST, PIS, COFINS, **Tax Rate Differential,** etc.). * Proficiency in electronic fiscal document issuance processes, including familiarity with taxpayer manuals and ability to interpret rejection messages and schema failures defined by each state’s Sefaz. **Optional, as we have support from Sales/NF\-e.** * Basic knowledge of issuing **and receiving** all types of fiscal documents, including: * Customer return invoices, import invoices, supplementary invoices, freight bills, supplier returns, shipment/return invoices, inter-unit transfers, etc. * Basic knowledge of import and Drawback processes, and their documentation. * Minimum knowledge of Tax Reform and its impacts. * Strong ability to read fiscal legislation and interpret business rules. Desirable Requirements **Advantages*** Experience integrating ERP modules (Purchasing, **Receiving, Importation**, Inventory, Accounting, Finance, Tax, etc.). * Basic knowledge of 4GL and SQL. * Experience with tax updates (NCM, CFOP, CST tables). **What We Expect From You**· Currently pursuing or having completed a technical or undergraduate degree in Systems, Administration, or related fields. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for all TOTVS employees; * \+Saudáveis Program, supporting each TOTVER with 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 support program for employees and their families, offering guidance across multiple specialties such as psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from the Albert Einstein Israelite Hospital; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at selected metro stations; * Extended maternity and paternity leave; * Lactation 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 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 strong ecosystem with people who love innovation and believe in collaboration to make a difference! Here, we offer a dynamic environment that celebrates diversity, promotes inclusion, and constantly strives for excellence! We believe in the transformative power of technology and your 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