ERP Support Analyst

ACOM Sistemas

ERP Support Analyst providing daily client assistance through real-time chat support and ticket management. Engaging in issue resolution and maintaining service level agreements in a hybrid work environment.

Posted 6/26/2026full-timeCuritiba • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Respond to customers via real-time chat;
Log, classify, and route tickets according to operation-defined criteria;
Resolve low-complexity issues within the same interaction;
Collect complete information for correct escalation to triage or L2;
Follow scripts, playbooks and knowledge base to standardize support;
Ensure correct ticket categorization (module, category, severity, and problem type);
Maintain organization and control of the volume of simultaneous interactions;
Contribute to reducing reopens and rework in support;
Help identify recurring incidents and report patterns to the triage team;
Meet response and quality SLAs defined by the team.

Requirements

What you’ll need

Experience with help desk systems (Movidesk, Zendesk, or similar)
Basic ticket management (creation, categorization, updates, and closure)
Real-time chat support
Understanding of SLAs and support queues
Basic support flow: L1 → Triage → L2
Navigation of web-based systems (ERP or corporate platforms)
Basic knowledge of user login, permissions and user profiles
Clear and concise written communication
Good spelling and well-organized writing
Discipline in using the knowledge base and internal processes.

Benefits

Comp & perks

Salary advance
Health insurance
Dental plan
Childcare assistance
Employee discount program
Pharmacy discounts
Workplace exercise sessions
Profit sharing (PLR)
Life insurance
Food allowance (groceries)
Meal allowance
Education assistance
Transportation allowance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticket managementreal-time chat supportbasic support flowuser loginpermissionsuser profilesSLA understandingticket categorizationissue resolutionincident reporting

Soft Skills

clear communicationconcise writingorganizationdisciplineproblem-solvingattention to detailcustomer servicepattern recognitiontime managementcollaboration