Support Engineer

• Customer support: provide technical and functional support to users of the tax and accounting platform, ensuring clear, prompt, 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 provide accurate solutions to customer requests.
• Recording and follow-up: log tickets and keep the service history up to date, tracking the full lifecycle until final resolution.
• Cross-team interaction: work collaboratively with product, development, and implementation teams to report improvements, bugs, and optimization opportunities for the platform.
• User enablement: guide and train customers on system features, promoting autonomy and a positive user experience.
• Contribution to continuous improvement: identify error patterns, suggest adjustments, and support the team in evolving the product and support processes.
• Integration maintenance: monitor and ensure the proper functioning of integration tools between systems (e.g., ERPs, tax and accounting platforms), ensuring data is collected and processed correctly.

Support Analyst

• Realizar recálculos e retificações de obrigações fiscais e trabalhistas (ex.: DAS, Folha de Pagamento, eSocial, DCTFWeb);
• Conduzir análises e revisões em apurações tributárias e trabalhistas;
• Efetuar inclusões e simulações de Fator R, garantindo o correto enquadramento das empresas;
• Apoiar nas entregas de obrigações acessórias e cumprimento de prazos fiscais e trabalhistas;
• Participar do mapeamento e melhoria de processos, sugerindo práticas mais eficientes e seguras;
• Atuar em conjunto com demais áreas para garantir conformidade e qualidade nas entregas.

Analista de Suporte Fiscal

• Provide support in identifying and resolving incidents and/or problems in the NEXDOM systems.
• Clarify questions regarding system functionalities.
• Suggest improvements to workflows and processes based on support interactions.
• Maintain active communication during support interactions via chat, email, phone and other channels.
• Reclassify ticket severity and type, ensuring the correct handling and routing of requests.
• Fully document the progress and resolution of tickets, enabling requester follow-up.
• Work based on incident evidence, aiming for accurate, effective resolution.
• Contribute to maintaining the knowledge base and research library.
• Follow and propose improvements to internal processes and guidelines.
• Share knowledge with the team and maintain collaborative working relationships with colleagues.
• Provide support with respect, professionalism, and empathy, aiming for a positive experience.
• Demonstrate active, empathetic, and objective listening focused on problem resolution.
• Perform other related tasks as requested by leadership.
• Work under close and ongoing guidance and supervision.
• Stay updated on procedures, trainings, and certifications relevant to the area.
• Ensure tickets are handled within the agreed SLA.
• Interact with resolution teams for joint handling of issues.
• Study and analyze requests, escalating or routing them as necessary.

Junior Systems Support Analyst

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Junior Technical Support Analyst

• Realizar atendimento presencial de TI.
• Realizar manutenção de hardwares de desktops e notebooks.

Técnico de Suporte, Junior

• Atender e analisar solicitações de clientes relacionadas aos módulos de **BI e Controladoria do ERP CIGAM**
• Investigar cenários e inconsistências de informação por meio de **análise de dados, consultas SQL e entendimento das regras de negócio**
• Apoiar clientes na interpretação de indicadores, relatórios e análises gerenciais
• Orientar clientes quanto ao melhor uso das funcionalidades do sistema e boas práticas de gestão
• Identificar causas raiz de problemas relacionados a dados, processos ou parametrizações do sistema
• Trabalhar em conjunto com as equipes de **Produto e Consultoria** na análise de demandas e evolução do ERP
• Contribuir com **sugestões de melhorias no produto**, com base em demandas e cenários observados nos clientes
• Compartilhar conhecimento com as equipes internas (Suporte, Implementação e Produto) sobre cenários relevantes identificados nos atendimentos

Analista de Suporte, BI/Controladoria

• Provide support for corporate applications and production environments;
• Perform analysis, diagnosis, and resolution of medium- and high-complexity incidents;
• Monitor system and service health, ensuring environment availability;
• Investigate failures in microservices-based architectures;
• Perform troubleshooting in Linux environments;
• Analyze application, container, and infrastructure logs;
• Support deployment processes and validation of new releases;
• Collaborate with development, infrastructure, and business teams to resolve issues;
• Run queries and conduct database analyses to investigate incidents;
• Document procedures, solutions, and technical analyses;
• Participate in continuous improvement initiatives and operational automation.

Senior Support Analyst

• Analisar requisitos e especificações técnicas
• Desenvolver e implementar soluções técnicas
• Realizar testes e garantir a qualidade das soluções
• Colaborar com a equipe de desenvolvimento
• Manter-se atualizado com as tendências tecnológicas

Analista Técnico II

• Provide support to OneFlow customers via chat and phone.
• Perform remote access to customers' machines to assist when necessary.
• Create step-by-step procedures for actions performed in the system, in image/text or video formats, to resolve customer questions.
• Escalate systemic issues and problems that appear to have no solution to the Product Specialists team for validation and resolution.
• Redirect any chat or phone inquiries outside your area of responsibility to the appropriate department to ensure customers get help from the right team.
• Act in a consultative manner and deliver empathetic, human-centered customer service to all users.

Junior Accountant Support Analyst – Payroll

• Prestar suporte na identificação e solução de incidentes e/ou problemas nos sistemas NEXDOM
• Esclarecer dúvidas sobre funcionalidades dos sistemas.
• Sugerir melhorias de fluxos e processos com base nos atendimentos prestados.
• Manter comunicação ativa durante os atendimentos via chat, e-mail, telefone e demais canais.
• Reclassificar a severidade e o tipo de chamado, garantindo o fluxo correto de atendimento.
• Registrar de forma completa a evolução e solução dos chamados, permitindo acompanhamento pelo solicitante.
• Atuar com base em evidências dos incidentes, buscando atendimento assertivo.
• Contribuir com a manutenção da biblioteca de pesquisa e gestão do conhecimento.
• Cumprir e propor melhorias nos fluxos e diretrizes internos.
• Compartilhar conhecimento com a equipe e manter atuação harmônica com os colegas.
• Prestar atendimento com respeito, profissionalismo e empatia, visando uma experiência positiva.
• Demonstrar escuta ativa, empática e objetiva com foco na resolução de problemas.
• Executar outras atividades correlatas conforme solicitação da liderança.
• Atuar sob orientação e supervisão próxima e contínua.
• Manter-se atualizado com procedimentos, treinamentos e certificações da área.
• Garantir o tratamento de chamados dentro do SLA acordado.
• Interagir com áreas solucionadoras para tratativas conjuntas.
• Estudar e analisar as demandas, encaminhando-as se necessário.

Analista de Suporte, Sistemas Junior

• Receber e registrar solicitações de suporte técnico dos usuários via telefone, e-mail, chat ou sistema de tickets;
• Identificar e diagnosticar problemas técnicos relacionados a hardware, software, rede e sistemas;
• Priorizar e escalonar problemas complexos para níveis superiores de suporte quando necessário;
• Tirar dúvidas referentes a operação, manutenção e instalação de softwares homologados/aprovados;
• Instalar e configurar impressoras e scanners;
• Documentar procedimentos, soluções e alterações no sistema para referência futura e melhoria contínua;
• Criação, reset e desbloqueio de senha de usuário;
• Auxiliar na instalação, configuração e atualização de hardware e software. (Gerenciamento de acessos);
• Realizar atendimentos a clientes, testes e resolução de problemas nos ambientes (da empresa e/ou clientes), registrando e seguindo os fluxos internos por meio das ferramentas de service desk da empresa, ou do Cliente quando necessário;
• Fornecer suporte a equipe de campo por meio de validações, testes e configurações;
• Fornecer orientação básico para usuários finais sobre o uso de sistemas e aplicativos.

Analista de Suporte Técnico – NI, SDK

• Provide second-level technical support to users via ITSM tools (such as ServiceNow), telephone (IVR), chatbot and remote access, performing troubleshooting and deeper technical analysis of incidents and requests.
• Provide technical support for risks and issues related to Windows environments, personal computing hardware, networks, access and corporate systems.
• Perform technical validations, identify root causes, support mitigation of operational risks and contribute to reducing ticket recurrence.
• Provide technical guidance to IT assistants, directing support activities, validating solutions and promoting standardization and continuous improvement of support.
• Work in domain-joined Windows environments, handling Active Directory, security policies, GPOs, network connectivity and access, performing qualified escalations when necessary.
• Monitor critical or recurring tickets, support Incident, Problem and Change processes, and monitor and analyze operational indicators such as SLAs and KPIs, proposing improvements when deviations are identified.
• Demonstrate an analytical mindset, a sense of priority, organization and responsibility, maintaining clear, empathetic and professional communication with users, internal areas and technical teams. Contribute to documenting solutions, appropriate use of ITSM tools and consistent application of ITIL, KCS and XLA principles, with focus on user experience and perceived service quality.

IT Support Analyst I – CSTI Focus

• Attend to and log all user requests through the ticket management system.
• Categorize and prioritize tickets according to the client-defined rules and SLAs.
• Inform the user when a request is outside the contracted scope.
• Provide support and resolve tickets via phone and/or remote access.
• Provide support and clarify questions related to infrastructure and system usage.
• Work on incident resolution such as:
• - Unauthorized access issues
• - Viruses and security
• - Software reinstallation
• Log and forward tickets that involve:
• - Hardware
• - Software
• - Infrastructure issues
• - Service requests
• - Requests that require on-site support
• - Data recovery
• Resolve eligible tickets on first contact (**FCR – First Call Resolution**).
• Create and escalate incident tickets for critical issues as needed.

Junior Support Analyst – L1

• Investigate and understand the operation of our solution portfolio, always aiming to provide the best response to customers;
• Interpret business rules and propose effective solutions;
• Develop and customize reports in the ERP using SQL;
• Perform data analysis and extraction according to specific departmental requests;
• Work directly with other company areas, understanding needs and translating them into reports and practical solutions;
• Update and maintain existing reports, ensuring data integrity and relevance;
• Provide technical support to customers, identifying and resolving issues with agility and clarity;
• Access Linux and Windows servers for technical investigations and analysis;
• Document support cases and procedures clearly;
• Contribute to the continuous improvement of technical support, always prioritizing quality and efficiency.

Junior Technical Support

• Gerenciar as redes dos clientes e analisar o tráfego de dados.
• Realizar configurações, de baixa complexidade, de roteadores, switches, antenas e servidores.
• Prestar atendimento e suporte técnico ao cliente.
• Manter documentação técnica precisa e atualizada.

Analista de Suporte Técnico de Redes – Junior

• Prestar atendimento inicial aos usuários, atuando no suporte de Nível I (N1), com foco na resolução de dúvidas simples, garantindo o correto registro das solicitações e o encaminhamento adequado para os níveis superiores, contribuindo para a satisfação do cliente.
• Atender clientes via telefone, chat ou e-mail, prestando suporte funcional de Nível I
• Registrar e classificar corretamente os chamados no sistema.
• Aplicar procedimentos padronizados para resolução de erros e dúvidas recorrentes.
• Escalonar chamados mais complexos ao Nível II, com histórico completo e claro.
• Atualizar a base de conhecimento com soluções simples e recorrentes.
• Cumprir as políticas/procedimentos/normas relativos à empresa, processo de trabalho e aos sistemas de gestão implementados.
• Zelar pela ordem, guarda, conservação dos materiais, equipamentos e documentação sob sua responsabilidade, bem como a organização do local de trabalho.
• Realizar outras atividades correlatas à sua função e aos procedimentos do seu processo de trabalho sempre que necessário;

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