Job Summary: We are looking for a proactive and collaborative Support Analyst to provide customer service, with a focus on problem resolution, request triage, and detailed documentation in an agile and innovative environment. Key Highlights: 1. Customer service focused on resolving complex problems 2. Agile and innovative environment with opportunities for professional development 3. Contribution to process improvement and product growth We are an innovative technology company focused on delivering advanced solutions for efficient project management. We developed Artia, a comprehensive platform that brings together everything a team needs to manage projects, tasks, and collaborators in an integrated way. As a **Support Analyst**, your mission will be to provide customer service, focusing on problem resolution, request triage, and detailed documentation. We seek a professional who is proactive, enjoys working in a team, is friendly, and highly motivated to learn. You will be responsible for addressing customer inquiries, solving problems, and proposing new solutions. We are looking for someone eager to grow within an agile, innovative, and challenging environment! If this describes you and you want to join the key team driving the development and growth of our product, then this could be your opportunity! **Responsibilities:** * Provide customer support via chat and ticketing systems, clarifying questions regarding high-complexity system-related topics, and recording suggestions and incidents; * Deliver support through ticketing channels, following defined processes and aiming to meet established service targets and goals; * Log customer requests into the system with all necessary supporting evidence (opened tickets) and full details required by all impacted parties; * Triage tickets opened by customers and reclassify or categorize them as needed, based on ticket type or support status; * Provide status updates on ongoing requests upon customer request, via support channels (phone, email, system); * Inform leadership about requests or incidents that remain unresolved after exhausting all possible solutions within the time estimated by the department; * Contribute both to achieving individual performance metrics (productivity, customer satisfaction surveys, etc.) and to the overall results/goals of the department; * Alert leadership and act promptly on potential risks or crises affecting customers; * Keep FAQs/knowledge base updated with defined solutions communicated to customers; * Continuously seek knowledge enhancement and dissemination to ensure high-quality support delivery; * Effectively contribute to process improvements and serve as a reference for the team; * Serve as the main point of contact for negotiating with customers during critical situations. **Requirements:** * Bachelor’s degree in Information Technology or related fields; * Proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and Internet usage; * Experience in technology-related areas; * Proven experience in customer service; * Hands-on experience in technical support; **Preferred Qualifications:** * Knowledge of Project Management and CRM **Benefits:** * Bradesco Health Insurance; * Dental Plan; * Meal/Voucher Allowance – Flash Card worth R$ 800.00 per month; * Education Assistance – Scholarship of up to R$ 500.00 for undergraduate, graduate, and certification courses; * Medication Assistance – Reimbursement of up to 75%; * Banked Hours; * Standard working hours: 7:45 AM to 12:00 PM and 1:30 PM to 6:00 PM; * BYOD (Bring Your Own Device): Cost allowance if you choose to use your personal laptop; otherwise, we provide a company laptop (your choice); * Life Insurance; **In addition, we offer:** * Special occasion gifts; * Birthday Day Off; * Employee Referral Bonus; * Career growth and development opportunities; * Onboarding Kit; * Structured Onboarding Program;