Job Summary: We are seeking a professional with solid experience in remote customer support, focused on ERP system support and autonomy to handle routine support requests while proposing process improvements. Key Highlights: 1. Dynamic, results-oriented, and collaborative work environment 2. Great opportunities for career growth and development 3. Focus on ERP system support and user satisfaction TOPCON – CONCRETE EXPERTISE MEET HIGH TECHNOLOGY We develop solutions that connect, innovate, and optimize processes for concrete producers, enabling scalability in concrete operations. Would you like to join a company offering the most powerful and comprehensive suite for ready-mix concrete plant management? Here, you’ll find a dynamic, results-oriented, collaborative, and relaxed work environment, along with great opportunities for career growth and development! Visit our website to learn more: www.topconsuite.com We seek a professional with solid experience in remote customer support and strong technical capability, focused on ERP system support. This role is responsible for delivering agile, efficient, and high-quality support, directly resolving incidents, operational queries, and technical issues. The Support Technician will manage support tickets, diagnose and resolve technical problems, document incidents, collaborate with internal teams (e.g., development and infrastructure), and actively contribute to user satisfaction. It is essential that the candidate possess autonomy in handling routine support tasks, as well as initiative to propose improvements and enhance support processes. Key Responsibilities: * ERP System Support: Directly provide ERP system support, identifying, analyzing, and resolving user incidents and queries. Prior experience in ERP environments is a significant advantage. * Responding to User Questions and Requests: The support technician must be available to answer user questions and assist them in resolving issues related to system usage. This may include answering questions about how to use specific Topcon features, troubleshooting connectivity issues, or helping users access their accounts. * Documenting and Reporting Issues: The support technician must maintain records of all issues and requests received and track them to ensure resolution. * Collaborating with Other Support Teams: The support technician may collaborate with other support teams—such as development or infrastructure—to ensure proper system operation and effective, efficient resolution of any issues. * Managing and Prioritizing Support Tickets: The support technician must manage and prioritize support tickets, ensuring critical issues are addressed urgently. This includes triaging support tickets, assigning priorities based on issue severity using the “Priority” option located in the top-left corner of the ticket in Zendesk, and escalating issues to other teams when necessary. * Providing Remote Support: The support technician must provide remote support to users. This includes using licensed remote support software to access and resolve issues from a remote location. Topcon’s licensed remote support tools are TeamViewer, Guacamole, and Windows RDP; no other solutions may be used. * Ensuring User Satisfaction: Finally, the support technician must strive to ensure user satisfaction by delivering fast and efficient technical support and resolving issues promptly so users can fully leverage the system. Required Qualifications and Experience: * Bachelor’s degree in Information Technology, Computer Engineering, or equivalent. * Prior experience in technical customer support, preferably within ERP environments. * Intermediate to advanced knowledge of Windows. * Hands-on experience with remote access tools (TeamViewer, RDP, etc.). * Support delivery via phone, chat, and email. * Intermediate English proficiency. Desirable Qualifications and Experience: * Practical experience with cloud environments and networks. * Basic knowledge of information security. * Intermediate knowledge of databases, especially MySQL. * Advanced English proficiency for communication and reading international documentation. Benefits: * Meal Allowance * Health Insurance * Dental Insurance * PLR – Profit and Results Sharing * Study Incentive * Life Insurance * Total Pass * Credits * Birthday Gift Card * Christmas Bonus * Partnership Program Additional Information: * Salary negotiable * CLT employment regime * Hybrid work model * Working hours: Monday to Friday; weekend and holiday on-call shifts as required * Work location: São José do Rio Preto–SP / São Sebastião do Paraíso–MG