Senior Support Analyst

Description

Job Summary: Provide technical support to customers with empathy and proactivity, ensuring customer satisfaction and resolving high-complexity inquiries and incidents. Key Highlights: 1. Customer support via multiple channels for inquiries and incidents 2. Focus on customer satisfaction with TOTVS products and services 3. Knowledge advancement and dissemination to ensure high-quality support **Senior Support Analyst** ============================== TOTVS | Ribeirão Preto | SP | Hybrid Job Description Provide technical support to our customers by delivering solutions with empathy, proactivity, and ensuring customer satisfaction with TOTVS products and services. Responsibilities and Duties * Support customers through TOTVS channels, clarifying their questions regarding high-complexity system-related topics, and recording suggestions and incidents; * Provide support via ticketing channels according to defined processes, aiming to meet established service targets and goals; * Record customer requests in the system with all necessary evidence (open tickets) and detailed information required by all impacted parties; * 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); * Inform leadership about requests or incidents that remain unresolved after exhausting all possible solutions within the time frame estimated by the team coordination; * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the team’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; * Pursue knowledge advancement and dissemination to deliver high-quality support; Requirements and Qualifications Programming logic and basic database concepts; * Business rules aligned with the relevant industry segment; * Microsoft or Google productivity suite. Desirable Qualifications Customer service experience is desirable; * Experience in support roles is desirable; * Knowledge of TOTVS systems and/or Point-of-Sale and Electronic Document solutions will be considered a plus. Salary Range To be determined Employment Type CLT (Consolidated Labor Laws) Benefits * TOTVS Online University: A corporate university offering free content and certifications for all employees; * +Saudáveis Program: A wellness program supporting each TOTVER through advisory services and initiatives focused on physical health, mental well-being, and personal finance; * +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 the Albert Einstein Israelite Hospital; * 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; * An office environment designed to foster creativity and productivity, 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 continuously learning professionals driven by performance. Together, we create opportunities, transform futures, and share knowledge. Your professional growth happens here in 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 in innovating and building the future of technology. #VemPraTOTVS #SomosTOTVS