[TECH] Junior Support Analyst

Description

**[TECH] Junior Support Analyst** ====================================== TOTVS | Hybrid, Remote Job Description Provide technical support to our customers, delivering solutions with empathy and proactivity, ensuring customer satisfaction with TOTVS products and services. Responsibilities and Duties WHAT YOU WILL DO: * Support customers via TOTVS channels, clarifying their questions regarding the system, and registering suggestions and incidents; * Handle customer requests via 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 affected 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 when requested by customers, via support channels (phone, email, system); * Escalate requests or incidents to the next level if no progress is made after exhausting all possible solutions within the timeframe defined by the area’s Coordination; * Contribute both to achieving individual performance indicators (productivity, customer satisfaction surveys, etc.) and to the team’s overall results and goals; * Alert Coordination and act promptly on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with documented solutions shared with customers. Requirements and Qualifications WHAT WE EXPECT FROM YOU: * Education: Currently pursuing a bachelor’s degree. Specific knowledge required: * Programming language or technology relevant to the role (to be specified upon hiring); * Programming logic and basic database concepts; * Business rules specific to the operational segment; * Microsoft Office suite. Desirable Requirements IT WOULD BE GREAT IF YOU HAD: * Experience in customer service; * Experience in technical support. Salary Range To be determined Employment Type CLT (Consolidated Labor Laws) Benefits * TOTVS Network University — a corporate university offering free content and certifications for all employees; * +Saudáveis 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 support program for employees and their families, offering guidance across multiple 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; * Lactation room; * Bicycle parking; * Changing room; * 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 driven, nonconformist people committed to innovation, autonomy, learning, and high performance. Together, we create opportunities, transform futures, and share knowledge. Your professional growth happens here in an inclusive, respectful, and energizing environment — built by people, for people! We pursue sustainable growth. Leveraging data and AI, we deliver smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS