Analista de Suporte ERP in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte ERP based in Brazil.

This role is ideal for someone who enjoys helping customers, solving problems, and learning how business software works in practice.
You will provide direct support to users, helping them understand the system and identify the best configurations for their needs.
The position combines customer service, technical troubleshooting, ticket management, and continuous improvement.
You will communicate with customers through phone, chat, and email, ensuring their questions and issues are handled with clarity and empathy.
Your work will directly contribute to customer satisfaction and the quality of the overall product experience.
You will join a collaborative environment that values initiative, learning, accountability, and results.
The role also offers a structured career path, with opportunities to grow from Junior to Master as your skills and performance develop.

• 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.

• 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.

• Initial salary range of R$ 2,730 to R$ 5,460, depending on previous experience.
• Structured career path from Junior to Master, with progression based on quarterly performance evaluations.
• Salary increases and progressively greater responsibilities as career levels advance.
• Flexible Caju benefits card, with flexibility to use the allowance for groceries or restaurants.
• Health insurance with no copayment.
• Dental insurance.
• Group life insurance.
• Home-office allowance.
• Company-provided equipment.
• Education allowance.
• Semiannual bonus linked to performance and company results.
• Flexible working hours.
• Permanent remote work opportunities.
• Coworking allowance.
• Gympass benefit.
• Birthday day off.
• Extended maternity and paternity leave.
• Childcare allowance.
• A collaborative environment focused on customer success, learning, and continuous improvement.