Arco Educação

Product Operations Analyst, Mid-level

Arco Educação

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforceUAT SupportField AdjustmentsFlow AutomationsReport CreationTroubleshootingAnalytical SkillsProcess DocumentationCRM InterfacesAgile Methodologies
Soft Skills
Logical ThinkingProcess ThinkingClear CommunicationDidactic CommunicationOrganizationVolume ManagementPrioritizationUser EducationAnalytical ProfileSupport Material Creation