Analista de Suporte N1

The Kartado Support team's mission is to ensure a clear, agile, and efficient experience for our platform users. As a L1 Support Analyst, you will be the entry point for service, responsible for understanding requests, performing triage and initial investigation, solving most inquiries, and executing simple checks and actions on the platform.

You will be part of an essential front for the operation, acting directly on the registration, monitoring, and organization of tickets in Hubspot.

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

Your main responsibilities will be:

• Attend to initial support requests made by internal users or clients, registering tickets in Hubspot;
• Categorize and prioritize tickets according to the urgency and impact of the request;
• Act according to SLAs and quality standards defined by the area;
• Understand the user's need, carefully analyzing the information presented before making new inquiries;
• Perform triage and initial diagnosis of reported problems;
• Investigate requests using available materials, such as knowledge base, tutorials, previous records, and internal procedures;
• Autonomously resolve simple or recurring doubts and problems, including guidance on platform use, access, and known errors with documented solutions;
• Execute checks, actions, and simple adjustments on the platform, within the attributes of L1 Support;
• Guide users on functionalities, access, and procedures, according to manuals and internal guidelines;
• Forward to L2 Support requests that require deeper services or investigations, documenting the information gathered and checks already performed;
• Monitor ongoing tickets and keep users updated, with clear communication and within established deadlines;
• Take responsibility for monitoring requests until their resolution or proper forwarding;
• Contribute to the construction and updating of the internal knowledge base, registering frequent doubts, solutions, procedures, FAQs, and tutorials;
• Identify patterns of errors and recurring doubts, sharing them with the team and contributing improvement suggestions;
• Participate in internal training to deepen your knowledge about the platform, tools, and service processes.

Requirements

• Currently pursuing a bachelor's degree;
• Intermediate knowledge in Excel, including formulas and data validation;
• Good verbal and written communication, with attention to spelling, grammar, clarity, and professional tone of messages;
• Investigative capacity and attention to details;
• Ability to perform triage and initial diagnosis of problems;
• Organization to register, prioritize, and monitor different tickets simultaneously;
• Ability to work with deadlines, priorities, and SLAs;
• Ease in following processes, flows, and service procedures;
• Ease in learning, assimilating, and applying new knowledge;
• Proactivity in seeking information and solution possibilities before contacting other teams;
• Openness to receive feedback and apply it to the routine;
• Empathy, patience, and active listening when attending to users;
• Ability to maintain calm and service quality during moments of higher volume or pressure;
• Ease in working in a team and collaborating with different areas;
• Self-responsibility and commitment to the quality of deliveries;
• Curiosity to learn about the Kartado system and the civil infrastructure market.

Preferred Qualifications

• Bachelor's degree completed;
• Previous experience with customer service, technical support, or help desk;
• Knowledge in Hubspot or other ticket management tools;
• Experience with service in technology companies;
• Previous knowledge about B2B SaaS products;
• Knowledge about the civil infrastructure market, highway concessions, and their main challenges;
• Notions of agile methodologies and Scrum;
• Knowledge in JSON or programming logic;
• Notions of Python or Django;
• Familiarity with Power BI;
• Notions 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 and continuous learning;
• Individual Development Plans;
• Monitoring and 1:1 feedback meetings;
• Opportunity to learn and develop in technology, support, and product areas;
• Wellhub;
• GoGood with:
  • Discounts at gyms;
  • Odontoprev dental plan for you and up to three dependents, with no copayment;
  • Conexa telemedicine for you and up to three dependents, with no copayment.

Kartado's Core Competencies

• Focus on results;
• Autonomy;
• Resilience;
• Teamwork;
• Curiosity;
• Collaboration and solicitude;
• Proactivity.

Specific Competencies for the Position

• Organization;
• Investigative capacity;
• Attention to details;
• Problem-solving;
• Clear verbal communication;
• Clear, objective, and professional written communication;
• Empathy and active listening;
• Customer-Centric Mindset;
• Ability to handle multiple requests;
• Self-responsibility;
• Receptiveness to feedback;
• Learning agility;
• Commitment to deadlines and SLAs;
• Sense of responsibility over requests.

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