Aprova

Public Relations

• Providenciar contato de primeiro nível e apresentar soluções para problemas do usuário
• Resolver dúvidas enviadas por e-mail ou helpdesk de forma proativa e reativa
• Acompanhar os chamados do início ao fim, procurando a melhor solução
• Elaborar materiais que auxiliem no esclarecimento de dúvidas
• Identificar se há necessidade de treinamento, nos casos dos clientes internos
• Encaminhar devidamente questões não resolvidas a um superior de outro nível de suporte
• Utilizar excelentes habilidades de assistência ao cliente e superar as expectativas do usuário
• Garantir o devido registro, documentação e encerramento do chamado
• Trabalhar a retenção e satisfação de usuários
• Investigação, documentação e resolução de desafios encontrados pelos nossos clientes
• Recomendar modificações ou melhorias de procedimento
• Manter e aumentar seu conhecimento de procedimentos, produtos e serviços de suporte.

Analista de Suporte – Sucesso do Cliente

• Conduct job postings, candidate screening and attraction, interviews, and administration of behavioral and technical tests;
• Manage internal selection processes, ensuring a positive candidate experience and handling participant expectations. Monitor all stages of attraction and selection, and ensure that detailed, high-quality feedback is provided to candidates who are not selected;
• Oversee all stages involved in selecting new employees;
• Ensure candidate experience throughout the recruitment process, from application or outreach to completion, including sending offers or rejection feedback.

Recruitment and Selection Analyst

Customer Support

• Analyze the health of their assigned portfolio and provide appropriate solutions to meet client needs, driving revenue growth through cross-sell, up-sell and account expansion;
• Configure the Aprova platform according to our clients' business rules;
• Respond to inquiries sent via email, helpdesk and WhatsApp both proactively and reactively;
• Investigate, document and resolve encountered issues, creating efficient action plans;
• Conduct follow-up meetings with tactical and strategic focus;
• Prepare engagement and learning flows and materials for clients;
• Share knowledge with the team and champion efficiency and automation;
• Develop strategies to achieve product adoption metrics;
• Prepare product performance and usage reports;
• Be available to travel if required;
• Perform checkpoints with clients to demonstrate the value achieved through product use.

Analista de Suporte – Sucesso do Cliente

Recruitment and Selection Analyst

Customer Success Analyst, CSA