**Built by people who transform education** **All Arco positions are open to People with Disabilities.****On a day-to-day basis, you will:** * Incident Management and Resolution (Level 2\): Serve as the primary point of contact for the Salesforce support channel, diagnosing issues, guiding users, and ensuring requests are resolved promptly and clearly. * Support for UAT (Operational QA): Validate new features and fixes developed by PMs/Devs before they go into production, ensuring final deliverables meet business needs and cause no negative impact. * Development of Low-Complexity Improvements: Identify optimization opportunities within Salesforce and implement simple solutions hands-on (e.g., field adjustments, basic flow automations, or report creation), progressively increasing your technical autonomy on the platform. * User Education and Success: Convert recurring support questions into supporting materials or quick training sessions, helping reduce ticket volume and increasing business areas’ maturity in tool usage. * Equip the team with real data from support interactions, aiding backlog prioritization based on users’ most frequent pain points. **To participate in our process, you must have:** * Logical and Process-Oriented Thinking: Ability to understand business rules and translate them into system logic flows. * Investigative Skills (Troubleshooting): Analytical mindset to identify root causes of errors and propose definitive solutions. * Clear and Didactic Communication: Ability to explain technical terms to non-technical users and document processes simply. * Organization and Volume Management: Capacity to handle multiple tickets simultaneously without compromising delivery quality. * Prioritization Sense: Ability to assess the impact of reported issues and respond with appropriate urgency. **Nice-to-haves:** * Experience in Operations (SalesOps or ProdOps): Prior work in technology environments focused on processes. * CRM Platform Proficiency: Prior knowledge of interface, objects, and reporting. * Familiarity with Agile Methodologies: Exposure to concepts such as Kanban or Scrum. **What you’ll find at Arco, beyond incredible people:** \+ Meal and/or food allowance \+ Health and dental insurance \+ Transportation allowance \+ Extended maternity and paternity leave \+ Childcare allowance \+ Health care: partnership with Wellhub and Zenklub \+ Education incentive \+ Airfare discounts \+ Pet health insurance partnership \+ Access to Arco’s educational materials for employees’ children \+ Partnerships for MBA and postgraduate programs **\#MoreDiversity** We believe that in a diverse and inclusive environment, our **people will be happier, more engaged**, and have **greater potential to reach their full capabilities**. That’s why, at Arco, we respect and value equal rights, recognize individual uniqueness, and believe that **everyone** can contribute to our purpose. **\#JoinArco**
João Silva
Indeed · HR
João Silva
Indeed · HR
