[Tech] Technical Support Specialist

Description

**[Tech] Technical Support Specialist** ============================== TOTVS | Hybrid, Remote Job Description Provide technical support to our customers with empathy and proactivity, contributing to customer satisfaction with TOTVS products and services. Responsibilities and Duties **WHAT YOU WILL DO:** * Support customer service through TOTVS channels, clarifying low-complexity queries regarding the system under close guidance, and recording suggestions and incidents; * Assist in customer service via ticket submission channels under direct supervision, meeting established targets; * Record requests in the system with all necessary evidentiary details for full understanding; * Support triaging of customer-submitted tickets and reclassify or categorize them as needed, based on ticket type or service status; * Assist in providing updates on ongoing requests upon customer request, via service channels (phone, email, system); * Contribute both to achieving individual performance metrics (productivity, satisfaction surveys, etc.) and to the team’s overall results/targets; * Support updating FAQs/knowledge base with defined solutions communicated to customers Requirements and Qualifications **WHAT WE EXPECT FROM YOU:** * Education: Currently pursuing a bachelor’s degree or technological course. **Specific Knowledge:** * Programming language or technology required for the role * (to be specified upon hiring); * Programming logic and basic database concepts; * Business rules aligned with the applicable industry segment; * Microsoft Office suite. Desirable Requirements **IT WOULD BE GREAT IF YOU HAD:** * Customer service experience is desirable; * Experience in support roles is desirable. 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 — supporting each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Advantages Program — Latin America’s largest discount network, exclusively for our employees; * +Care Program — personal support program for employees and their families, offering guidance across multiple specialties including psychology, social work, pet consulting, etc.; * Einstein Conecta — complimentary online medical consultation service provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal allowance and/or food allowance; * Transportation allowance and shuttle buses available at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing room; * Life insurance; * Childcare allowance; * Private pension plan; * 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 industry leader, we are a community of driven, nonconformist individuals motivated 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. We leverage data and AI to deliver smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS