ACOM Sistemas
ACOM Sistemas
51 – 200 Employees
Food & BeverageLogisticsSaaS
ACOM Sistemas is a Brazilian SaaS company developing ERP and management software for food service, distribution, retail, and logistics operations. Founded in 2003, the company offers products including EVEREST Food Service, EVEREST Distribuição, EverDocs, EverCont, and CUCA, covering workflows such as ordering, inventory, document management, accounting integration, and operational automation. Its platforms connect with e-commerce, logistics, and financial partners, while Machine Learning and robotic process automation help reduce manual tasks and support more efficient back-office processes.

ERP Support Analyst

Support Analyst at ACOM Sistemas, a management software company, responsible for diagnosing ERP incidents and assisting customers through chat, email, and phone.

Description

  • Deliver Tier 1 and Tier 2 support to external customers through Movidesk, using chat, email, and phone.
  • Investigate, reproduce, and resolve customer-reported issues, with emphasis on identifying root causes.
  • Develop workarounds for operational, financial, and system-related incidents.
  • Document the information needed to provide a clear record of each support interaction.
  • Track SLAs and coordinate follow-ups with customers, partners, and internal teams.
  • Build productive relationships with internal and external customers.
  • Identify emerging issues and recommend solutions that reduce bugs and support volume.
  • Collaborate closely with leadership.
  • Share knowledge and maintain current expertise in the field.

Requirements

  • Proficiency with Microsoft Office Suite.
  • Knowledge of integrated management systems (ERP), preferably those used in retail, food service, or POS operations.
  • Experience providing technical systems support, including issue analysis and diagnosis.
  • Familiarity with ticketing, customer support, and service desk tools such as Zendesk, Movidesk, Freshdesk, Blip, or similar platforms.
  • Experience with ERP systems used in food service or restaurant operations.
  • Understanding of restaurant processes, including POS, inventory, production, finance, and accounting.
  • Basic database knowledge, including basic SQL for information analysis.
  • Knowledge of Customer Experience (CX) or Customer Success practices.
  • Experience at a SaaS or management software company.
  • Organized, determined, proactive, and committed to goals and results.
  • Commitment to customer success.
  • Bachelor’s degree.

Benefits

  • Competitive salary and benefits.
  • Hybrid or remote work.
  • Birthday Happy Day: a day off to dedicate to yourself.
  • Team celebrations.
  • Emotional well-being check-ins.
  • Workplace stretching and exercise program.
  • Emotional Health Program.
  • Telemedicine.
  • TotalPass.
  • Health insurance plan.
  • Dental insurance plan.
  • Medical assistance.
  • Dental assistance.
  • Childcare assistance.
  • Home office allowance.
  • Discount club.
  • Career development plan.
  • Profit-sharing plan.
  • Life insurance.
  • Food allowance.
  • Meal allowance.
  • Transportation allowance.
  • Pharmacy benefits.
  • Support for employees’ professional growth and development.

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