Support Analyst (Fiscal Module)

Description

### **About MK Solutions** We are a national reference in **management software for internet service providers (ISPs)**. For 18 years, we have helped thousands of companies grow through intelligent technology, automation, and simplified processes. We have been recognized as a **Great Place to Work (GPTW) for four consecutive years**, and in 2025, we celebrate being among the **top 50 best companies to work for in Rio Grande do Sul**, reinforcing our strong, collaborative, and people-centered culture. We are experiencing a moment of **accelerated evolution**: expansion, modernization of our ecosystem, and transformation of our legacy ERP — a strategic initiative impacting the entire ISP market. ### **Work Format** For this position, work is **on-site at our headquarters in Santa Cruz do Sul.** ### **The Role's Challenge** Act as the key point of contact for **specialized client support regarding the fiscal module of our ERP**, ensuring correct issuance, validation, and transmission of electronic fiscal documents. This role requires frequent interaction with clients in critical situations, demanding clear and empathetic communication, strong analytical capability for diagnosing and resolving issues, and close collaboration with internal teams to escalate and resolve highly complex requests. ### **Day-to-Day Responsibilities** **You will be responsible for:** * Handling and tracking support tickets related to the **ERP’s fiscal module**; * **Supporting clients with issuance, validation, cancellation, and transmission** of electronic fiscal documents (NF\-e, NFS\-e, NFC\-e, CT\-e); * Analyzing logs, error messages, and XML files to identify and resolve fiscal inconsistencies; * Guiding clients on data correction, fiscal rules, and contingency procedures; * Verifying and providing **support for integrations between the ERP and SEFAZ**; * Using ticketing tools and knowledge bases for logging, tracking, and documenting support interactions; * Maintaining organization and attention to detail when reviewing fiscal information; * Communicating **clearly and empathetically with clients**, especially in critical situations; * Staying updated on changes in fiscal legislation and system enhancements. ### **Requirements:** * Currently pursuing or completed undergraduate degree in *Accounting, Administration, or related fields*; * **Prior experience in fiscal and/or accounting routines**, including hands-on work in fiscal bookkeeping, invoice issuance, or financial closing; * **Knowledge of electronic fiscal documents** (NF\-e, NFS\-e, NFC\-e, CT\-e); * **Experience with taxes and levies**, such as ICMS, ISS, PIS, COFINS, and IPI; * **Basic understanding of tax regimes** (Simples Nacional, Lucro Presumido, and Lucro Real); * Analytical ability to identify fiscal inconsistencies and guide users in correcting information; * *Interest in building a career in technology and working with ERP systems;* * Interest in learning about functional support and systemic processes related to fiscal and accounting areas; * Strong communication skills and ease in client support and guidance. * **Differentiators:** * Prior experience with ERP or financial, fiscal, or accounting management systems; * Knowledge of SPED Fiscal and Accounting; * Familiarity with fiscal integrations and processes involving SEFAZ; * Experience in customer service, functional support, or advisory roles; * Experience with support or ticket management tools such as Zendesk, Freshdesk, Jira, or similar; * Interest in professional growth in the field of technology applied to business management. ### **Our Benefits Package:** **Beneflex Flash (Visa)** – R$ 37.00 per business day; **Home Office Allowance** – R$ 100.00/month; **Transportation Voucher** (no payroll deduction); **Unimed Health Plan** – Hospital + Outpatient (no monthly fee); **️ Gympass;** **️ MetLife Life Insurance;** **️ Local Partnerships** (food, health, leisure, psychology); **Partnerships with educational and language institutions;** **Flexible Dress Code;** **Birthday Day Off.** **In our environment, you’ll find:** ️ Fully equipped kitchen for your comfort; * Coffee, chimarrão, teas, and fruits available; Recognition and gamification programs with rewards; Mental health and well-being initiatives; Climate surveys to listen and evolve together; Workshops and learning paths for continuous development; Monthly birthday celebrations and team-building moments; Semester-based performance evaluations for monitoring and development. **Apply now and help build MK Solutions’ future!**