Bilingual Customer Support Analyst assisting customers and agents in French and English. Providing support and resolving issues while ensuring a positive customer experience.
About the role
- Analista de Suporte TOTVS DataSul providing technical support on ERP modules and ensuring system stability. Collaborating closely with internal teams and consulting for incident resolution.
Responsibilities
- Provide technical and functional support for the DataSul ERP modules (Financial, Billing, Purchasing, Inventory, Controllership, Accounting, among others)
- Analyze incidents, investigate logs, and troubleshoot errors in a DataSul environment
- Handle tickets through an ITSM tool, ensuring SLA compliance and high-quality service
- Support version upgrades, patch application, and user acceptance testing (UAT)
- Monitor critical business routines and ensure the operation of processes integrated with the system
- Work closely with internal teams and TOTVS consultants to resolve complex issues
- Document procedures, solutions, and support workflows
Requirements
- Bachelor's degree completed or in progress in Software Analysis and Development or a related field
- Experience with TOTVS DataSul
- Knowledge of core modules: Finance, Purchasing, Inventory, Billing, Accounting, Fixed Assets or equivalents
- Basic knowledge of Progress 4GL (reading, basic analysis and troubleshooting)
- Experience with SQL queries (Progress DB, PostgreSQL, or SQL Server)
- Understanding of DataSul environment components: AppServer, SmartClient, Database, WebServer
- Experience with ticketing/ITSM tools (GLPI, ServiceNow, Jira, or similar)
Benefits
- Meal and Transportation Allowance
- Medical and Dental Insurance
- Life Insurance
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