N1 Support Analyst

The Kartado Support team's mission is to guarantee a clear, agile, and efficient experience for our platform users. As a Level 1 Support Analyst, you will be the first point of contact for support, responsible for understanding requests, performing initial triage and investigation, resolving most inquiries, and executing simple checks and actions on the platform.

You will be part of an essential operational front, working directly on logging, tracking, and organizing tickets in HubSpot.

We are looking for an investigative person, detail-oriented, solution-focused, and committed to the customer experience, who takes ownership of requests and actively contributes to the continuous improvement of processes and our internal knowledge base.

Your main responsibilities will include:

• Handling initial support requests from internal users or clients, logging tickets in HubSpot;
• Categorizing and prioritizing tickets based on urgency and impact;
• Operating according to SLAs and quality standards defined by the department;
• Understanding user needs by carefully analyzing provided information before asking further questions;
• Performing triage and initial diagnosis of reported issues;
• Investigating requests using available resources such as the knowledge base, tutorials, past records, and internal procedures;
• Independently resolving simple or recurring inquiries and issues, including guidance on platform usage, access, and known errors with documented solutions;
• Executing simple checks, actions, and adjustments on the platform within the scope of Level 1 Support;
• Guiding users on features, access, and procedures according to manuals and internal guidelines;
• Escalating to Level 2 Support any requests requiring deeper services or investigation, documenting gathered information and checks already performed;
• Monitoring ongoing tickets and keeping users updated with clear communication within established deadlines;
• Taking ownership of tracking requests until their resolution or proper escalation;
• Contributing to building and updating the internal knowledge base by recording frequent questions, solutions, procedures, FAQs, and tutorials;
• Identifying patterns of recurring errors and questions, sharing them with the team and contributing improvement suggestions;
• Participating in internal training to deepen your knowledge of the platform, tools, and support processes.

Requirements

• Currently pursuing a bachelor's degree;
• Intermediate Excel skills, including formulas and data validation;
• Strong verbal and written communication skills, with attention to spelling, grammar, clarity, and professional tone in messages;
• Investigative mindset and attention to detail;
• Ability to perform triage and initial diagnosis of issues;
• Organizational skills to log, prioritize, and track multiple tickets simultaneously;
• Ability to work with deadlines, priorities, and SLAs;
• Ability to follow processes, workflows, and support procedures;
• Ability to learn, assimilate, and apply new knowledge;
• Proactivity in seeking information and potential solutions before involving other teams;
• Openness to receiving feedback and applying it to daily routines;
• Empathy, patience, and active listening when supporting users;
• Ability to remain calm and maintain service quality during high-volume or high-pressure situations;
• Ability to work in a team and collaborate with different departments;
• Self-accountability and commitment to delivery quality;
• Curiosity to learn about the Kartado system and the civil infrastructure market.

Preferred Qualifications

• Bachelor's degree completed;
• Prior experience in customer service, technical support, or help desk;
• Experience with HubSpot or other ticket management tools;
• Experience providing support in technology companies;
• Prior knowledge of B2B SaaS products;
• Knowledge of the civil infrastructure market, highway concessions, and their main challenges;
• Basic understanding of agile methodologies and Scrum;
• Knowledge of JSON or programming logic;
• Basic knowledge of Python or Django;
• Familiarity with Power BI;
• Basic understanding of virtual machines, servers, cloud computing, or shell commands;
• Familiarity with Jupyter Notebooks;
• Experience with AI tools applied to productivity and process improvement.

What We Offer

• 100% remote work;
• Flexible schedule;
• Collaborative environment with continuous learning;
• Individual Development Plans;
• 1:1 follow-up and feedback meetings;
• Opportunity to learn and grow in technology, support, and product areas;
• Wellhub;
• GoGood benefits including:
  • Discounts at gyms;
  • Odontoprev dental plan for you and up to three dependents, with no co-payment;
  • Conexa telemedicine for you and up to three dependents, with no co-payment.

Kartado's Core Competencies

• Results-oriented;
• Autonomy;
• Resilience;
• Teamwork;
• Curiosity;
• Collaboration and helpfulness;
• Proactivity.

Specific Competencies for the Role

• Organization;
• Investigative ability;
• Attention to detail;
• Solution-oriented mindset;
• Clear verbal communication;
• Clear, objective, and professional written communication;
• Empathy and active listening;
• Customer-centric mindset;
• Ability to handle multiple requests;
• Self-accountability;
• Receptiveness to feedback;
• Quick learning ability;
• Commitment to deadlines and SLAs;
• Sense of responsibility regarding requests.

If you enjoy investigating, helping people, and finding solutions, are curious to learn about technology, and believe that a great support experience starts with listening and caring for the customer, this opportunity might be for you!