Provide reactive, multichannel support (online chat/WhatsApp, tickets/email, and video calls) across multiple products (RDSM, RD CRM, and RD Conversas) for national and international customers.
Investigate, analyze, and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions.
Ensure high-quality, empathetic, and resolution-oriented support that empowers customers to use our solutions autonomously.
Prioritize and organize support activities in high-demand environments while maintaining transparency, focus, and productivity.
Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met.
Propose and implement day-to-day improvements that advance the team's mission, including sharing learnings with the team.

Experience supporting customers in technology companies on technical platform usage issues that require logical reasoning and investigative thinking.
Practical knowledge of customer support metrics.
Previous experience handling simultaneous inquiries across multiple channels (primarily chat and email).
Ability to absorb a high volume of information and perform multiple tasks concurrently.
Genuine interest in and commitment to delivering excellent customer service and experience.

Holistic Well-Being: We care for the people who drive progress. We support each employee’s holistic well-being through programs and benefits that enable self-care across five pillars: Emotional, Financial, Physical, Occupational, and Social.
Diversity and Belonging: Diversity is what makes us strong. We actively promote inclusion and belonging, ensuring TOTVS is a place where you can be yourself. Our expertise is human and lived: we welcome differences to empower businesses both inside and outside the company.

Junior N1 Support Analyst – Customer Experience

Key skills