Product Operations Analyst, Mid-level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Ticket Management and Resolution (Level 2): Act as the main contact for the Salesforce support channel, diagnosing issues, guiding users, and ensuring requests are addressed promptly and transparently.

• UAT Support (Operational QA): Confirm new features and fixes created by PMs/Developers before they are released, ensuring the final product aligns with business needs and avoids any adverse effects.

• Implementation of Low-Complexity Improvements: Identify opportunities for optimization within Salesforce and implement simple solutions (such as field adjustments, basic flow automations, or report generation), progressively enhancing technical independence on the platform.

• User Education and Success: Transform recurring support inquiries into support materials or brief training sessions, helping to decrease ticket volume and elevate business teams' proficiency in utilizing the tool.

• Provide the team with data derived from support interactions to assist in prioritizing the backlog based on the most frequently encountered user challenges.

⛳️ Requirements

• Logical and Process Thinking: Capability to comprehend business rules and translate them into logical system flows.

• Troubleshooting Skills: An analytical mindset to investigate the root causes of errors and propose effective solutions.

• Clear, Didactic Communication: Ability to simplify technical terms for non-technical users and document processes in an understandable manner.

• Organization and Volume Management: Skill in managing multiple tickets concurrently without sacrificing the quality of delivery.

• Sense of Prioritization: Capacity to evaluate the impact of reported issues and respond with the appropriate urgency.

• Experience in Operations (SalesOps or ProdOps): Previous experience in technology-driven environments with a focus on processes.

• CRM Platform Proficiency: Familiarity with 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