Job Summary: Provide empathetic and proactive technical support to customers, ensuring satisfaction while handling support requests and projects. Key Highlights: 1. Proactive and empathetic technical support for TOTVS customers 2. Multichannel support and support ticket management 3. Team collaboration and learning in dynamic environments **[Support] Junior Technical Support Analyst** ================================================= TOTVS | Assis - SP | Hybrid Job Description **Job Mission** * 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 low-complexity system-related topics, and recording suggestions and incidents; * + Provide in-person and online support via ticket submission channels, following defined processes and aiming to meet established service targets and goals; + Record customer requests in the system with all necessary evidence (opened tickets) and detailed information impacting all stakeholders; + Triage tickets opened by customers and reclassify or categorize them, as needed, by ticket type or support status; + Provide status updates on ongoing requests upon customer request, via support channels (telephone, email, system); + Escalate requests or incidents to the next level when no progress has been made after exhausting all solution possibilities within the time frame estimated by the department’s coordination; + Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the department’s overall results and goals; + Alert coordination and act on potential risks or crises affecting customers; + Keep FAQs/knowledge base updated with defined solutions communicated to customers. * + Maintain updated databases and ensure the ticket queue is always current. Support the team in low-complexity tasks under high supervision and guidance, either in person or remotely; + Support software implementation in projects executed by the department, whether during customer support or internal TOTVS projects (under high supervision and guidance), adhering to the TOTVS Implementation Methodology and department-established processes; + Support the team in achieving departmental results and goals by completing assigned tasks and complying with departmental processes and procedures; + Assist the team in preparing reports, presentations, data loads into systems, and other operational departmental activities. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Completed undergraduate degree in technology or related fields. * Business knowledge: TOTVS AGRO Commodities Trading, TOTVS AGRO * Bioenergy, and TOTVS AGRO Multiculture; general technical support. * Excellent communication, organization, and proactivity; empathy and problem-solving focus. * Collaborative attitude and willingness to learn in dynamic environments; * **Hybrid work availability:** Two days onsite and three days remote. * Programming logic and basic knowledge of SQL Server database. * Proficiency in Google Suite and Microsoft Office suite. * **Reside in Assis - SP,** or nearby cities. * Language: Intermediate or fluent English or Spanish. Desirable Requirements **IT WOULD BE GREAT IF YOU HAD:** * Knowledge of TOTVS solutions and Agribusiness solutions. * Programming languages used by the team (ADVPL, C#, Progress, 4GL, Java, SQL, etc.) Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for each employee; * +Saudáveis Program, supporting each TOTVER through advisory services and initiatives focused on physical, mental, and personal 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, providing guidance across multiple specialties including psychology, social services, pet consulting, etc.; * Einstein Conecta, a benefit offering free online medical consultations with doctors from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Nursing room; * Bicycle parking; * Changing room; * Life insurance; * Childcare allowance; * Private pension plan; * Office designed to foster creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation chairs; * Gympass. About the Company As a technology leader, we are a universe of nonconformist people driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development takes place in an inclusive, respectful, and energizing environment — people supporting people! We seek sustainable growth. We leverage data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS