[Support] Senior Technical Support Analyst | Protheus

Description

Job Summary: Provide technical support to customers, clarifying system-related questions and ensuring satisfaction with TOTVS products and services. Key Highlights: 1. Proactive and empathetic technical support to customers 2. Customer service through multiple channels 3. Contribution to individual performance indicators and departmental goals **[Support] Senior Technical Support Analyst | Protheus** ============================================================ 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: * Provide customer support via TOTVS channels, clarifying low-complexity system-related questions, and recording suggestions and incidents. * Handle support requests via ticketing channels according to defined processes, aiming to meet established service targets and goals. * Log customer requests in the system, including all necessary evidence (opened tickets) and detailed information required by all stakeholders. * Triage tickets opened by customers and reclassify or categorize them as needed, based on ticket type or support status. * Provide status updates on ongoing requests upon customer request, via support channels (phone, email, system). * Escalate requests or incidents to the next level when no resolution is achieved after exhausting all possible solutions within the time frame defined by the department’s coordination. * Contribute to achieving both individual performance indicators (productivity, customer satisfaction surveys, etc.) and departmental goals/results. * Alert coordination and act promptly on potential risks or crises affecting customers. * Keep FAQs/knowledge base updated with documented solutions provided to customers. Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Knowledge of Protheus, especially Financial, Accounting, and/or Procurement modules; * Knowledge of ADVPL; * Programming logic and basic database concepts; * Business rules aligned with the relevant industry segment; * Microsoft Office suite. Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Online University: a corporate university offering free content and certifications for all employees; * +Saúdáveis Program: comprehensive well-being program supporting employees’ physical, mental, and financial health; * +Vantagens Program: Latin America’s largest discount network, exclusively for TOTVS employees; * +Cuidado Program: personal assistance program for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta: complimentary online medical consultation service 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; * Lactation room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * Creative and productive office environment featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology leader, we are a community of passionate, innovative, autonomous, and high-performing individuals committed to continuous learning. Together, we create opportunities, transform futures, and share knowledge — people helping people. We foster professional growth within an inclusive, respectful, and energizing environment. We pursue sustainable growth, leveraging data and AI to deliver smarter, more efficient outcomes for our customers. Join us in innovating and building the future of technology. #VemPraTOTVS #SomosTOTVS