[Tech] Junior Technical Support Analyst

Description

**[Tech] Junior Technical Support Analyst** ============================================== TOTVS | Hybrid, Remote 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 WHAT YOU WILL DO: * Support customers via TOTVS channels, clarifying questions related to the system, and registering suggestions and incidents; * Provide support through ticketing channels according to defined processes, aiming to meet established service targets and goals; * Register 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 that remain unresolved after exhausting all possible solutions within the time frame defined by the department’s coordination; * Contribute both to achieving individual performance indicators (productivity, satisfaction surveys, etc.) and to the department’s overall results and goals; * Alert coordination and act on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined and communicated solutions for customers. Requirements and Qualifications WHAT WE EXPECT FROM YOU: * Education: Currently pursuing a bachelor’s degree. **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 relevant industry segment; * Microsoft Office suite. Desired Qualifications 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 — supports each TOTVER through 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 assistance 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 selected 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 universe of nonconformist individuals driven by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge. Here, your professional development happens 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 to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS