[Support] Junior Support Analyst

Description

**[Support] Junior Support Analyst** ========================================= TOTVS | Porto Alegre - RS | Hybrid Job Description Assist customers via chat (primary channel), providing initial support, clarifying doubts, and guiding them on product usage; triage support tickets, accurately identifying issues and escalating to more specialized levels when necessary; ensure clear, concise, and empathetic communication throughout all interactions; support the organization and efficiency of customer service by following defined processes and contributing to continuous improvements. Responsibilities and Duties * Provide support for DTEF, SITEF, and PIX products via chat; * Perform initial diagnostics and resolve low- and medium-complexity issues; * Carry out operational tasks such as user access creation, simple configuration adjustments, and basic validations. * Accurately register and update all interactions in the customer service management system; * Escalate tickets to higher-level teams when required, ensuring full context is provided; * Track tickets until resolution, keeping customers informed about progress; * Follow established procedures and use the knowledge base to resolve issues; * Contribute solution documentation to continuously improve the knowledge base; * Collaborate with the team to achieve collective goals. Requirements and Qualifications * Strong verbal and written communication skills, with clarity and conciseness; * Analytical mindset, capable of identifying problems and following procedures; * Organizational skills and attention to detail when recording information; * Empathy and patience in customer interactions; * Proficiency with technology and systems; * Willingness to learn and grow within the support field; * Proactivity in seeking solutions and knowledge; * Teamwork orientation and strong sense of responsibility; Desirable Requirements * Prior experience in customer service or technical support (a plus, not mandatory); * Familiarity with support tools (Salesforce, chat platforms, CRM, remote access tools) Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits **Meal Voucher and Food Voucher**, because good energy starts on your plate. **Birthday Day Off**, to celebrate your way. **Scholarship Program and Free Courses**, to keep evolving continuously. **PLR – Profit and Results Sharing**, celebrating achievements together. ️ **Vacations & Co**, offering exclusive benefits to help you better enjoy your rest time. **Baby #soulinx Onboard**, with a series of care packages and perks for moms and dads during this important moment. **My Pet Club**, because your pet is part of the family too—offering benefits and advantages to care for your best friend. **Wedding Gift**, to celebrate life’s major milestones. **Medical and Dental Insurance**, comprehensive health coverage from start to finish. **Life Insurance**, bringing greater peace of mind to you and your family. * **Acolhe 360**, a comprehensive employee support program with a multidisciplinary team. **Conexa Saúde**, our digital hospital — free of charge, available anytime, day or night. **Medication Benefit**, offering up to **R$ 200 per month in subsidies**, delivered through a fully digital journey integrating consultation, prescription, and purchase via Verde Virtual Hospital. **WellHub**, a partnership with gym networks so you can take care of both body and mind. * **Allya**, offering great discounts at thousands of establishments across Brazil. About the Company **Linx is now TOTVS.** We are technology specialists for the retail sector, and together we’ve built Brazil’s largest management software force. We combine deep retail expertise with the strength of Brazil’s leading technology company. Our mission is clear: empower people and businesses to evolve. **We are a universe of nonconformist people.** We believe growth happens person-to-person, and therefore grant our talents full autonomy to create solutions that anticipate the future of retail. If you seek an environment where you can innovate, connect human and artificial intelligence, and generate real impact on the country’s economy, this is your place. In our daily work, technology goes beyond code: it’s the tool that creates opportunities and transforms stories. Want to help build the future of retail technology? **TOTVS. A universe of nonconformist people.**