Invent Software

Customer Support Analyst – Electronic Documents

Invent Software

full-time

Posted on:

Location Type: Hybrid

Location: Goiânia • Brazil

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About the role

  • Provide low-complexity customer support, seeking to understand clients' needs and processes and exploring those needs in a systematic and consultative manner based on our business expertise, translating them into solutions that add value to their daily operations.
  • Handle customer requests through ticketing channels under direct supervision, focusing on excellence and meeting established targets.
  • Send status updates on ongoing requests when requested by the customer via support channels (phone, e-mail, chat, or system).
  • Triage tickets opened by customers and classify or categorize them when necessary.
  • Contribute to achieving individual KPIs (productivity, satisfaction survey, and others) as well as team/department goals.
  • Answer phone calls routed through the support IVR.
  • When necessary during support interactions, perform tests with the customer to ensure the system’s usability.

Requirements

  • Currently pursuing a technical or university degree in Information Technology, Accounting, or Quality Control (technical course or higher education).
  • Experience providing support using technology solutions.
  • Knowledge of processes related to NFe, NFCe, NFSe, DFe, MDFe, GNRe, and CTe.
  • Languages: Advanced Spanish is a plus.
Benefits
  • Meal allowance
  • Transportation allowance
  • Medical insurance
  • Dental insurance
  • Professional development
  • Recognition programs
  • Workplace exercise program
  • Working hours: 44 hours per week, Monday to Friday, 8:00 AM to 6:00 PM
  • Permanent full-time position (CLT)
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportticketing systemstechnical solutionssystem usability testing
Soft Skills
communicationconsultative skillsproblem-solvingteam collaborationcustomer focus
Certifications
technical degreeuniversity degree