Ramo Brasil

• Provide level 2 and 3 technical support to clients, resolving questions and issues related to SAP Business One;
• Perform remote and on-site support, tracking each ticket until full resolution;
• Analyze system and application logs to identify root causes of errors and propose effective solutions;
• Manage and prioritize support tickets using dedicated tools, escalating incidents when necessary;
• Collaborate with development and infrastructure teams to implement fixes and improvements;
• Recommend process and solution improvements based on technical analysis and customer feedback;
• Maintain clear, consistent, and proactive communication with clients to ensure their satisfaction;
• Understand and meet business needs, requirements, and demands.

SAP Business One Support Analyst, Mid-level

• Provide level 1 technical support to clients, resolving basic questions and issues related to SAP Business One.
• Log, analyze, and follow up on support tickets in accordance with internal procedures and established SLAs.
• Install and configure SAP Business One, including basic system configuration tasks and add-ons.
• Document support interactions with evidence, such as screenshots and step-by-step descriptions of applied solutions, ensuring traceability.
• Manage your own ticket queue, set priorities, and ensure deadlines are met.
• Maintain clear and consistent communication with clients, monitoring satisfaction throughout the support process.
• Update support records and maintain client profiles in GLPI, including access information and primary contacts.
• Collaborate with other analysts and team leads to resolve tickets and improve the support provided.

SAP Business One Support Analyst, Mid-level

SAP Business One Support Analyst, Junior