Artia

Support Engineer

• Provide customer support via chat and ticketing system, addressing high-complexity questions related to the system and recording suggestions and incidents;
• Handle requests through ticket submission channels according to defined processes, aiming to meet service requirements and established targets;
• Log customer requests in the system with all necessary detailed evidence (open tickets) for all impacted stakeholders;
• Triage tickets opened by customers and reclassify or categorize them, when necessary, by ticket type or service status;
• Provide status updates on ongoing requests when requested by the customer via support channels (phone, email, system);
• Notify leadership about requests or incidents that do not progress after all resolution options have been exhausted within the area’s estimated timeframe;
• Contribute to meeting individual KPIs (productivity, customer satisfaction surveys and others) as well as the team’s results/targets;
• Alert leadership and act on potential risks or customer crises;
• Keep FAQs/knowledge base updated with defined solutions and information shared with customers;
• Pursue the development and dissemination of knowledge to deliver high-quality support;
• Actively contribute to process improvements, serving as a reference for the team;
• Serve as a point of reference for client negotiation in critical situations.

Customer Support Analyst

Inside Sales

• Receber e tratar leads pré-qualificados pela equipe de SDR;
• Gerir a carteira e fazer follow-ups;
• Enviar propostas e acompanhar a evolução do funil de vendas;
• Manter a organização da agenda e informações atualizadas, no CRM de todas as negociações;
• Participar, propor e realizar eventuais treinamentos para a equipe.

Customer Support Analyst

Inside Sales – Closer