Ramo Brasil

• Provide high-quality technical support to clients, handling Level 1 and Level 2 tickets;
• Receive, log, analyze and resolve requests according to established procedures;
• Install and configure SAP Business One for users;
• Perform basic administration and configuration tasks for the system and its add-ons;
• Analyze, interpret and resolve technical and functional issues and inquiries;
• Document support activities with evidence, including screenshots and step-by-step descriptions of applied solutions;
• Manage own ticket queue, set priorities and ensure SLAs are met;
• Keep tickets updated with clear information about the support provided;
• Issue technical reports with detailed solutions at the end of each support case;
• Keep client records updated in GLPI (access credentials, system and contacts);
• Maintain efficient and ongoing communication with clients, ensuring their satisfaction;
• Identify business needs, requirements and demands;
• Collaborate with other analysts and team leads to resolve, monitor and manage tickets.

SAP Business One Support Analyst