Senior Support Analyst

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20 hours ago

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Linx

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With more than 30 years offering management software (ERP and POS), Linx specializes in retail and meets many different market needs. The Company offers specific solutions for gas stations and convenience stores, dealerships, food, fashion and accessories, optical shops, drugstores, supermarkets and hypermarkets, magazines, electronics, home decor, home centers, telephony, perfumery and cosmetics, bookstores and gift shops, retail services, aesthetics and health, vocational education and languages, and spas beauty salons, dry cleaners, among others.

1001 - 5000 employees

💰 Private Equity Round on 2011-07

📋 Description

• Provide support for Humanus/Linx People modules, analyzing discrepancies, reproducing scenarios and ensuring high-quality customer service. • Prioritize support requests strategically, maintaining a steady pace, organization and a critical view of the issues' impact. • Translate complex system topics into clear guidance for customers and internal teams. • Directly contribute to product improvement by identifying bugs, creating well-documented issues and following up on fixes. • Support the team with expertise, a collaborative attitude and a continuous improvement mindset. • Handle tickets in the triage queue involving various Humanus/Linx People modules (Payroll, eSocial, Time & Attendance, SST, management modules, among others). • Organize priorities and manage support cases considering creation order, SLA and customer impact. • Respond to requests primarily via tickets (main channel), and also by phone, Microsoft Teams and remote access when necessary. • Reproduce scenarios in an internal environment to determine the root cause of discrepancies. • Document the entire support lifecycle thoroughly and systematically: tests performed, evidence, validations and conclusions. • Provide technical support to other analysts, sharing knowledge and best practices. • Work with collaboration, autonomy, clear communication and a delivery focus.

🎯 Requirements

• Solid knowledge of HR/Payroll routines, labor legislation, finance, eSocial and accounting processes. • Bachelor's degree in Human Resources Management, Accounting, Information Systems or related fields. • Previous experience in support or customer service. • Strong written and verbal communication skills. • Good teaching ability to guide customers and the team. • Autonomy and effective time management. • Analytical thinking and focus on problem resolution. • Ability to prioritize based on impact and effort. • Willingness to learn, collaborate and grow with the team.

🏖️ Benefits

• Remote work • Food allowance • Meal voucher • Birthday day off • Tuition assistance and professional courses • Profit sharing • "Baby #soulinx on Board" (program offering various benefits for new parents) • Meu Pet Club (pet benefit program) • Vacation & Co. • Wedding gift • Health insurance • Dental insurance • Life insurance • Acolhe 360: employee support program provided by a multidisciplinary team • Partnership with Allya: discounts at establishments across Brazil • Vitta Prime Care: our digital hospital available 24/7 • Partnerships with gym networks through WellHub