Job Summary: Provide proactive and empathetic technical support to TOTVS customers, ensuring satisfaction and resolving medium-to-high complexity issues related to the system. Key Highlights: 1. Customer support, clarifying questions about the TOTVS system 2. Ticket registration and triage, providing status updates on requests 3. Contributing to individual performance indicators and departmental goals **Protheus Technical Support Analyst** ======================================== TOTVS | São Paulo - SP | Hybrid Job Description Provide technical support to our customers by delivering solutions with empathy and proactivity, ensuring customer satisfaction with TOTVS products and services. Responsibilities and Duties WHAT YOU WILL DO: * Support customers via TOTVS channels, clarifying their questions regarding medium-to-high complexity topics related to the system, and recording suggestions and incidents; * Provide support via ticketing channels, following defined processes and aiming to meet established service targets and goals; * Record customer requests in the system, including all necessary evidence (opened tickets) and detailed information required by all impacted parties; * Triaging tickets opened by customers and reclassifying or categorizing them as needed, based on ticket type or support status; * Provide status updates on ongoing requests upon customer request, through support channels (phone, email, system); * Escalate requests or incidents to the next level when they remain unresolved after exhausting all possible solutions within the time frame defined by the department’s coordination; * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to departmental results/goals; * Alert coordination and act on potential risks or crises affecting customers; * Maintain updated FAQs/knowledge base with documented solutions provided to customers; * Support continuous improvement initiatives by identifying new solutions, detecting problems, and highlighting relevant issues. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Solid knowledge of tax routines (SPED Fiscal, SPED Contributions, EFD-Reinf, Tax Calculation, state and federal ancillary obligations). * Proficiency in configuration and parameterization of the Protheus ERP Tax module. * Knowledge of tax legislation and its application within the ERP. * Ability to read and interpret technical manuals and tax legislation. * Basic database knowledge (SQL), table structure, and inter-module relationships. * Experience with customer support and ticket management tools (e.g., Jira/Zendesk). Desirable Requirements IT WOULD BE GREAT IF YOU HAD: * Experience supporting Prime customers or operating in high-expectation, high-criticality environments. * Knowledge of SmartView, Tax Configuration Tool, TSS, and TAF. * Familiarity with debugging and source code analysis in Protheus. * TOTVS certifications will be considered a plus. Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for every TOTVS employee; * +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 including psychology, social work, and pet consulting; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from the Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle buses at selected 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 leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge — people helping 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