Support Analyst - Level 2

Description

Job Summary: The Ável Group is seeking a Level 2 Technical Support Analyst to help structure the Support area, with a focus on internal support and implementation of new tools. Key Highlights: 1. Build a high-level support operation. 2. Resolve issues and directly contribute to structuring the Support area. 3. Collaborate with IT, Operations, and Commercial teams to ensure a seamless experience. At the Ável Group, we offer a comprehensive ecosystem of financial services — including Investment Advisory, Financial Planning, and Wealth Management. Founded in 2019, we have consistently grown and expanded since then, and today we are a nationally recognized group with \+600 professionals, renowned for the quality of our service, technical excellence, and high-caliber talent. We are currently undergoing a structural transformation within the Support area and are seeking a **Level 2 Technical Support Analyst** to support this initiative from the ground up! The goal is to centralize and standardize our internal customer support process by implementing a new ticketing system and AI agents to streamline N1 analysis workflows. If you possess strong technical aptitude, enjoy problem-solving, and want to directly shape a high-level support operation, this opportunity is for you! **Key challenges include:** * Serve as the single point of contact (N1 and N2\) for internal customers during the initial phase, ensuring agility and resolution quality; * Receive, classify, prioritize, and resolve tickets in the ticketing system, ensuring SLA compliance; * Diagnose and resolve incidents related to internal systems, CRM, telephony, integrations, and productivity tools; * Escalate requests to technical teams or vendors and follow up until final resolution; * Develop and maintain a structured knowledge base to support future AI agent operations; * Identify root causes of recurring issues and propose improvements and automations; * Support the creation of playbooks, workflows, metrics, and processes for the Support area; * Collaborate closely with IT, Operations, and Commercial teams to ensure a seamless experience; * Monitor and report operational KPIs (volume, SLA, resolution time, satisfaction, recurrence); ✅ **Essential Qualifications:** * Bachelor’s degree completed or in progress in technology, information systems, or related fields; * Minimum 1 year of prior experience in Technical Support (N1 or N2\); * Knowledge of operating systems, cloud-based productivity tools, and basic networking; * Experience with help desk / ticketing tools; * Excellent communication skills, empathy, proactivity, and problem-solving orientation; * Availability for full-time on-site work in Porto Alegre; **Preferred Qualifications:** * Experience in the financial sector (brokerages, advisory firms, financial planning, or asset management); * Familiarity with tools such as Zendesk, Monday, or similar platforms; * Experience with CRMs (Salesforce, HubSpot, or similar); * Experience providing external customer support (B2C); * Involvement in structuring support departments or implementing ticketing systems; **Additional Information:** * CLT employment contract with benefits; * 100% on-site work in Porto Alegre/RS;