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Job Summary: This Junior Technical Support Analyst provides support to customers, clarifies questions regarding the system, and ensures customer satisfaction with TOTVS products and services. Key Highlights: 1. Technical support with empathy and proactivity 2. Customer service to clarify doubts 3. Registration and triage of support tickets **Junior Technical Support Analyst** ====================================== TOTVS | Ribeirão Preto | 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 * Provide customer service through TOTVS channels, clarifying questions on low-complexity system-related topics, and recording suggestions and incidents; * Provide service via ticketing channels according to defined processes, aiming to meet established service targets and goals; * Register customer requests in the system with all necessary evidence (opened tickets) and detailed information required by all affected parties; * Triaging tickets opened by customers and reclassifying or categorizing them as needed, based on ticket type or service status; * Provide status updates on ongoing requests upon customer request, via service channels (telephone, email, system); * Escalate requests or incidents to the next level when unresolved after exhausting all possible solutions 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/goals; * Alert coordination and act on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined solutions communicated to customers. Requirements and Qualifications * **Programming logic and database fundamentals (PL/SQL);** * **Business rules** * **Microsoft Office Suite and/or Google Workspace.** Desirable Requirements * Retail supermarket routines and processes; * Financial routines (accounts payable, accounts receivable, reconciliation); * Accounting routines (month-end closing, delivery obligations, etc.); * Tax routines (ICMS/PIS/COFINS calculations, REINF, SPED, tax deadlines, etc.); * Understanding of tax reform. Salary Range To be determined Employment Type CLT Benefits * TOTVS Online University, a corporate university offering free content and certifications for all employees; * +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 assistance program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians 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 environment designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development unfolds within an inclusive, respectful, and energizing environment — 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
