[Support] Junior Technical Support Analyst | IT

Description

Job Summary: Provide empathetic and proactive technical support to customers, ensuring their satisfaction with TOTVS products and services, and managing requests and incidents. Key Highlights: 1. Empathetic and proactive technical support 2. Customer service across multiple channels 3. Contribution to individual performance indicators and departmental goals **[Support] Junior Technical Support Analyst | IT** ======================================================= 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 * Assist customers via TOTVS channels, clarifying questions regarding the system, and registering suggestions and incidents * Provide support through ticketing channels, following defined processes and aiming to meet established service targets and goals * Record customer requests in the system with 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 service 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 resolution is not achieved after exhausting all possible solutions within the timeframe 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 on potential risks or crises affecting customers * Keep FAQs/knowledge base updated with defined solutions shared with customers Requirements and Qualifications Academic Background: Currently pursuing a bachelor's degree Specific Knowledge: * Ability to diagnose whether an issue stems from configuration, user process, or product bug * Programming logic and basic database concepts * Practices for documentation (KB) creation and reduction of recurring support tickets Salary Range To be determined Employment Type CLT (Consolidation of Labor Laws) Benefits * TOTVS Network University: A corporate university offering free content and certifications for all employees * +Healthy Program: Comprehensive wellness program supporting employees’ physical, mental, and financial well-being * +Advantages Program: Latin America’s largest discount network, exclusively for TOTVS employees * +Care Program: Personal support program for employees and their families, offering guidance across various specialties including psychology, social work, pet consulting, etc. * Einstein Conecta: Free 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 * Nursing room * Bicycle parking * Changing rooms * Life insurance * Childcare allowance * Private pension plan * Office environment designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation chairs * 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. Your professional development happens here in an inclusive, respectful, and energizing environment — people helping people! 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