[Support] Junior Support Analyst

Description

**[Support] Junior Support Analyst** ========================================= TOTVS | Porto Alegre - RS | Hybrid Job Description We are seeking a Generalist and Multiskill professional with experience in technical support and remote assistance. This professional will provide comprehensive support for various company products, solutions targeting the fuel station segment, and interact with different departments such as Administration, Finance, Sales, and Key Accounts. Responsibilities and Duties * Absolute commitment to excellence in customer experience at every touchpoint. * Agile and high-quality support via chat and tickets (Salesforce), handling up to 3 concurrent interactions. * Adherence to SLAs (e.g., 20-second chat response time, 25-minute initial resolution time). * Clear and standardized ticket documentation, following templates and best practices. * Self-management of one's own ticket queue, keeping statuses updated and maintaining contact with customers. * Accurate troubleshooting with absolute focus on effective problem resolution. * Active participation in internal initiatives (feedback, surveys, pulses). Requirements and Qualifications * Experience in technical support and remote assistance. * Knowledge of AutoSystem, Emsys, Posto Fácil, Seller, and Empório systems (POS, Management, Tax, Integrations). * Familiarity with PostgreSQL and SQL is desirable. * Ability to understand support workflows across Administration, Finance, Sales, and Key Accounts departments. * Familiarity with Salesforce, chat tools, and remote access software. * Clear and efficient communication skills; patience and empathy in customer service; organization; teamwork. 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 and Free Courses**, to keep evolving continuously. **PLR – Profit Sharing and Results Program**, celebrating achievements together. ️ **Vacations & Co**, offering exclusive benefits to enhance your rest time. **Baby #soulinx Onboard**, providing care and special attention for moms and dads during this important life stage. **My Pet Club**, because your pet is part of the family, with benefits and advantages for caring for your best friend. **Wedding Gift**, to celebrate major milestones in your life. **Medical and Dental Assistance**, to comprehensively care for your health. **Life Insurance**, bringing greater peace of mind for 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**, with up to **R$ 200 per month subsidy**, delivered through a fully digital journey integrating consultation, prescription, and purchase via Verde Virtual Hospital. **WellHub**, a partnership with gym networks to help you care for your body and mind. * **Allya**, offering outstanding discounts at thousands of establishments across Brazil. About the Company **Linx is now TOTVS.** We are technology specialists for the retail industry, and together we have built Brazil’s largest management software force. We combine deep retail-sector expertise with the strength of the country’s leading technology company. Our mission is clear: to empower people and businesses to evolve. **We are a universe of nonconformist people.** We believe growth happens person-to-person, which is why we grant our talents full autonomy to create solutions that anticipate the future of retail. If you seek an environment where innovation thrives, human and artificial intelligence connect, and real impact is made on the national economy, this is your place. In our daily work, technology goes beyond code: it is the tool that creates opportunities and transforms stories. Do you want to help build the future of retail technology? **TOTVS. A universe of nonconformist people.**