Level 1 Support Analyst

Description

About the Position We are looking for a person to work as a Level 1 Technical Support Analyst, serving as the frontline contact for Growth Machine’s customers. Your role is to ensure fast, clear, and efficient responses, resolving first-level requests, organizing tickets, and guaranteeing that the customer experience consistently meets the Growth standard. You will be responsible for identifying, diagnosing, and resolving common incidents, as well as bridging communication with more advanced support levels and the Customer Success (CS) team—always focusing on root cause, SLA compliance, and customer satisfaction. Key Responsibilities: Support and Request Handling * Handle initial ticket intake, identifying the request type and routing it according to internal workflows. * Log all interactions and requests in JIRA, ensuring a complete and up-to-date history. * Maintain average response time within defined SLAs. * Classify and prioritize tickets based on urgency and impact. Incident Diagnosis and Problem Resolution * Perform first-level analysis to resolve incidents and common queries quickly and accurately. * Use manuals, knowledge base articles, and internal scripts to resolve standard cases. * Escalate to Level 2 Support or technical teams only when necessary, maintaining clear and contextualized communication within the ticket. Customer Communication * Ensure empathetic, clear, and professional communication across all interactions. * Provide proactive updates on ticket status. * Translate technical information into simple, accessible language for customers. Ticket Management and Metrics * Monitor daily the dashboard of open, in-progress, and pending tickets. * Ensure proper categorization and organization of tickets. * Actively contribute to achieving support metrics and SLA targets. Team Support and Continuous Improvement * Contribute to updating the knowledge base with validated solutions. * Report recurring incident patterns to Level 2 Support or the CS team. * Participate in alignment meetings and technical training sessions. * Suggest improvements to support processes and workflows. Customer Experience Mindset * Focus on resolving the root cause of issues. * Ensure every interaction reflects Growth’s customer experience values: speed, empathy, and precision. * Collaborate with the CS team to identify usage or knowledge gaps among customers. What Growth Machine Expects from a Level 1 Support Analyst (Prerequisites) * Prior experience in technical support or customer service (Level 1). * Ability to manage multiple tickets simultaneously while maintaining organization and prioritization. * Strong written and verbal communication skills, with an empathetic and professional demeanor. * Familiarity with ticketing tools (JIRA or similar). * Analytical mindset for problem diagnosis and root-cause identification. * Discipline to follow processes, SLAs, and support standards. * Active collaboration with technical teams and Customer Success. Nice-to-Haves * History as an athlete or long-term participation in sports * Entrepreneurial experience * Experience with cultural and/or international exchange programs * Fluency in English and/or Spanish Compensation * Base salary + variable compensation based on deliverables and performance Benefits Club * Meal allowance of R$ 800.00 * Transportation reimbursement * Wellhub (Free Silver Plan) * Health support (Ciclic) * Employee engagement and recognition program with monthly prizes * Annual bonus equivalent to one month’s salary * 30-day paid vacation (after 1 year)