Senior Support Analyst

Description

Job Summary: impulseup, a performance management HRTech, is seeking a Senior Support Analyst to resolve issues agilely and provide technical support to customers. Key Highlights: 1. Agile problem resolution for customers 2. Technical support for internal teams 3. Ensuring customer and lead satisfaction **About the role** impulseup is a HRTech startup founded in 2018. Through an exceptional team of people specialists and an easy-to-use, intuitive performance management platform, we are transforming how organizations manage their people—making it agile and effective. We believe company growth stems from employee development and performance management. **Our values:** * We act as one * We care about people * We focus on customer success * We continuously evolve * We drive results Our hiring policy does not discriminate based on gender, ethnicity, disabilities, sexual orientation (LGBTQ+), beliefs, or religion. We design our job postings to promote an inclusive culture grounded in respect for diversity! We are looking for a **Senior Support Analyst** focused on problem resolution and agile, strategic actions to support impulseup’s customers, while providing technical assistance to our internal teams. Join our team! **Responsibilities:** * Resolve customer queries or issues promptly; * Ensure customer and lead satisfaction during interactions; * Report bugs and suggest application improvements; * Conduct system testing; * Stay updated on product features; * Create tutorials for our Help Center. Requirements: **Required education:** Bachelor’s degree in technology, administration, statistics, or related fields. **Requirements:** * Experience supporting SaaS systems via chat and ticketing systems; * Strong verbal communication skills and proficiency in Portuguese; * Ability to effectively organize processes and support interactions; * Familiarity with technology; * Empathy and resilience when interacting with users; * Intermediate to advanced Excel skills for data analysis and validation; * Enthusiasm for a dynamic and challenging day-to-day environment; **Preferred qualifications:** * Ability to perform precise system testing; * Courses in customer experience and managerial processes; * Experience creating tutorials for a Help Center. Benefits **What we offer:** Development incentive: 2 hours per week during business hours for study, regular feedback, and quarterly performance reviews Flexible benefit for meals and food (Caju Card) Unimed health and dental insurance: Up to 85% coverage * Flexible working hours Remote work Home office allowance (Caju Card) Birthday day off * Anniversary day off Maternity, paternity, wedding, and bereavement leave Childcare allowance ️ Wellhub Conexa Saúde Life insurance Working hours: 40 hours per week, Monday to Friday.