Aliare

Support Analyst

Aliare

full-time

Posted on:

Location Type: Hybrid

Location: Goiânia • Brasil

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Job Level

Mid-LevelSenior

Tech Stack

ERPSQL

About the role

  • Customer support: provide technical and functional support to users of the fiscal and accounting platform, ensuring clear, timely, and empathetic communication.
  • Incident resolution: investigate and resolve issues related to system operation, tax obligations, configurations, and integrations.
  • Technical analysis: understand and interpret tax and accounting processes to offer accurate solutions to customer requests.
  • Recording and follow-up: document tickets and maintain an up-to-date support history, following the full cycle until final resolution.
  • Cross-functional collaboration: work closely with product, development, and implementation teams to report improvements, bugs, and opportunities to optimize the platform.
  • User enablement: guide and train clients on system features, promoting autonomy and a positive user experience.
  • Continuous improvement contribution: identify error patterns, suggest adjustments, and support the team in evolving the product and support processes.
  • Integration maintenance: monitor and ensure the correct functioning of integration tools between systems (e.g., ERPs, fiscal and accounting platforms), ensuring that data is collected and processed correctly.

Requirements

  • Previous experience in technical support, tax, or related areas
  • Knowledge of tax and accounting processes, including ancillary obligations, taxes, SPED, and invoice issuance
  • Strong verbal and written communication skills, with clarity and empathy in customer interactions
  • Proactivity, collaboration, and customer focus to ensure a positive platform experience
  • Currently studying for or hold a degree in Accounting, Business Administration, or related fields
  • Familiarity with management systems (ERP) or fiscal software
  • Basic SQL knowledge or experience with data analysis tools for technical diagnosis (preferred)
  • Basics of process automation or willingness to learn (preferred)
  • Experience documenting processes and creating customer guidance materials (preferred)
  • Enjoy working with people and patient in guiding and teaching
  • Investigative, analytical, and resilient profile when facing challenges
  • Organized and disciplined in tracking requests and deadlines
  • Desire to learn, innovate, and grow with the team and the business
  • Ability to identify and resolve problems quickly and assertively
Benefits
  • National Health Plan
  • National Dental Plan
  • Life Insurance
  • Flexible Benefits (meal/food allowance)
  • Transportation Voucher
  • Commuting/Home office allowance
  • Corporate University
  • Educational Partnerships
  • Annual performance-based awards
  • Referral Bonus
  • Length-of-service awards
  • Gift for employees' newborn children
  • Exclusive birthday gift
  • Our offices offer a great environment with a fully equipped kitchen, afternoon snacks, and, of course, freshly brewed coffee.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLdata analysisprocess automationtechnical supporttax processesaccounting processesinvoice issuanceSPEDdocumentationcustomer guidance materials
Soft skills
communicationempathyproactivitycollaborationcustomer focusanalyticalresilienceorganizationdisciplinewillingness to learn
Certifications
degree in Accountingdegree in Business Administration