Product Operations Analyst, Mid-level
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Job Description
Analista de Operações de Produto Pleno role at Arco Educação managing Salesforce support and process optimization tasks. Focus on user education and issue resolution in a remote setting.
Responsibilities:
- Ticket Management and Resolution (Level 2): Serve as the primary point of contact on the Salesforce support channel, diagnosing issues, guiding users, and ensuring requests are resolved promptly and clearly.
- UAT Support (Operational QA): Validate new features and fixes developed by PMs/Developers before they go to production, ensuring the final delivery meets business needs and does not cause negative impacts.
- Implementation of Low-Complexity Improvements: Identify optimization opportunities in Salesforce and implement straightforward solutions (such as field adjustments, basic flow automations, or report creation), progressively increasing technical autonomy on the platform.
- User Education and Success: Convert recurring support questions into support materials or short training sessions, helping reduce ticket volume and increasing business teams' maturity in using the tool.
- Provide the team with real support-derived data to help prioritize the backlog based on the most frequent user pain points.
Requirements:
- Logical and Process Thinking: Ability to understand business rules and translate them into logical system flows.
- Troubleshooting Skills: Analytical profile to investigate the root cause of errors and propose definitive solutions.
- Clear, Didactic Communication: Ability to explain technical terms to non-technical users and document processes simply.
- Organization and Volume Management: Ability to manage multiple tickets simultaneously without compromising delivery quality.
- Sense of Prioritization: Ability to assess the impact of reported issues and act with the appropriate level of urgency.
- Experience in Operations (SalesOps or ProdOps): Prior experience working in technology environments with a process focus.
- CRM Platform Proficiency: Previous knowledge of CRM interfaces, objects, and reporting.
- Familiarity with Agile Methodologies: Comfortable with concepts such as Kanban or Scrum.
Benefits:
- Meal and/or food allowance
- Health and dental insurance
- Transportation voucher
- Extended maternity and paternity leave
- Childcare assistance
- Health & well-being support: partnerships with Wellhub and Zenklub
- Education support
- Discounts on airline tickets
- Partnership for pet health insurance
- Access to Arco educational materials for employees' children
- Partnerships for MBA and postgraduate programs
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