Description: Job Mission \- Join a team passionate about technology and innovation, where your contribution will make a difference. If you are motivated to solve problems, enjoy interacting with people, and want to be part of a team that values excellence in customer service, this is the opportunity you've been waiting for! Responsibilities and Duties * Provide customer support through TOTVS channels, clarifying their questions regarding the system, recording suggestions and incidents; * Deliver support via ticketing channels, following the defined process and aiming to meet established service targets and goals; * Record the customer’s request in the system, including all necessary evidence (opened tickets) and detailed information affecting all impacted parties; * Triage tickets opened by customers and classify or categorize them, as needed, by ticket type or service status; * Provide status updates on ongoing requests when requested by the customer, through support channels (phone, email, system); * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the department’s overall results/goals; * Alert immediate management and act proactively on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined solutions and those communicated to customers. Requirements and Qualifications * Experience in customer service and background in the Customer Support field; * Knowledge of ERP systems (experience in the Supermarket sector is a plus); * Technical diploma or undergraduate degree in progress or completed (Computer Science, Business Administration, Accounting or related fields); * Proactive, communicative, and bold profile; * Strong written and verbal communication skills; * Versatility / Flexibility; * Curiosity and enthusiasm for challenges. 2512240202491722641