Analista de Suporte ERP

Accountabilities

• Provide responsive and empathetic support to customers, resolving questions and issues related to the ERP system through phone, chat, and email.
• Maintain clear and proactive communication with customers, keeping them informed about the progress and status of their support requests.
• Understand customer needs and guide users toward the most appropriate system configurations and solutions.
• Triage and categorize incoming support tickets according to their type, priority, or current status.
• Investigate reported issues, identify relevant problems or improvement opportunities, and contribute to potential solutions.
• Support continuous improvement initiatives by identifying recurring issues, new solutions, and opportunities to enhance the customer experience.
• Take ownership of customer requests from initial contact through resolution, balancing speed, quality, and customer satisfaction.

Requirements

• Currently pursuing a degree in Information Systems, Computer Science, Systems Analysis, or a related field, from the first semester onward.
• Availability to work 40 hours per week, Monday through Friday, from 8:00 a.m. to 5:00 p.m.
• Strong initiative, willingness to learn, commitment, and a proactive approach to problem-solving.
• Good communication and interpersonal skills, with the ability to explain technical concepts clearly to customers.
• Ability to work with multiple requests while maintaining organization, attention to detail, and service quality.
• Experience in customer support within software companies is desirable but not mandatory.
• Knowledge of ERP systems is desirable but not mandatory.
• Candidates from all regions of Brazil are welcome.
• Candidates based in Rio de Janeiro will work remotely with occasional office attendance, approximately once per month.
• Candidates residing outside Rio de Janeiro will work on a permanent home-office basis.

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