Support Analyst I

Description

Job Summary: In this role, you will ensure the security and smooth operation of interactions on the Celero platform, building a consultative experience focused on continuous improvement. Key Highlights: 1. Consultative and agile support for large financial institutions 2. Leadership in improving customer experience 3. Identification and escalation of technical failures At Celero, we don’t just develop technology—we support those on the front line of financial management. We believe that an exceptional experience with our products begins with close, agile, and truly human support. You will be the person ensuring secure and seamless daily use of our platform during interactions. More than simply responding to tickets, you will lead the creation of a consultative experience—acting critically and continuously focusing on improvement. If this resonates with you, this is your place! **Responsibilities**: * Provide first-level support to large financial institutions, ensuring a consultative, agile, and efficient experience across Celero platform modules. * Monitor and strictly meet first-response time indicators (SLA), ensuring smooth and predictable service delivery. * Identify, document, and triage technical failures, escalating incidents clearly, with context and evidence to accelerate resolution. * Guide users on utilizing the knowledge base, promoting autonomy and enhancing the platform experience. * Identify recurring problem patterns, suggest improvements to processes, products, and content, contributing to continuous enhancement of customer experience. **Requirements**: * Prior experience in customer service or technical support; * Completed or ongoing undergraduate degree in Administration, Technology, Finance, or related fields; * Knowledge of financial routines (issuing invoices, bank slips, banking flows); * Familiarity with SLA concepts, support levels (L1/L2\), and empathetic customer service; * Analytical and organized profile, with strong communication skills and comfort using digital tools and platforms. * Ability to document information clearly and concisely. * Availability for hybrid work in Curitiba. **Desirable Qualifications**: * Experience with support and management tools such as Intercom, Zendesk, Jira, ClickUp, and similar platforms; * Knowledge of the financial ecosystem and Open Finance; * Ability to analyze and document technical incidents; * Proficiency navigating and orienting via knowledge bases (Help Center).