Aspire Software

Process Assurance Analyst

Aspire Software

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • We are seeking an organized, analytical professional with excellent communication skills to act as the central link between our Operations teams (Support, Implementation, and Customer Success) and our Technology team.
  • Your primary mission will be to manage Task Escalations, ensuring that only clear, validated, and well-structured requests reach our Engineering, Data, and Infrastructure teams.
  • Key responsibilities:
  • Queue Management (Triage): Monitor and manage the flow of tickets in Jira Service Management (integrated with HubSpot).
  • Initial Technical Analysis: Read and interpret each escalated task to identify the actual nature of the request.
  • Quality Control (Gatekeeper): Verify that the ticket contains all necessary evidence (logs, screenshots, steps to reproduce).
  • Cross-functional Communication: Translate technical terms for the support team and vice versa, ensuring everyone is aligned.

Requirements

  • Queue Management (Triage): Monitor and manage the flow of tickets in Jira Service Management (integrated with HubSpot).
  • Initial Technical Analysis: Read and interpret each escalated task to identify the actual nature of the request.
  • Quality Control (Gatekeeper): Validate that the ticket contains all necessary evidence (logs, screenshots, steps to reproduce).
  • Cross-functional Communication: Translate technical terms for the support team and vice versa, ensuring everyone is aligned.
  • Qualifications:
  • Written and Verbal Communication: Ability to describe complex problems in a clear, structured, and didactic manner.
  • Analytical Ability: A penchant for investigating root causes. Ability to distinguish between user error and system error.
  • Organization and Time Management: Ability to handle multiple tasks simultaneously while meeting deadlines (SLAs).
  • Knowledge of Management Tools: Familiarity with Jira (Service Management) and HubSpot.
  • Collaborative Profile: Patience and empathy when interacting with different areas of the company.
  • Differentials (Strong Advantage):
  • Knowledge of Notary Offices: Previous experience or familiarity with the routines of notaries and property registries (Tabelionatos and Real Estate Registries) will be considered a major advantage. Understanding the pain points of our end customer speeds up diagnosis.
  • Basic Technical Knowledge: Understanding of SaaS system logic, APIs, or databases.

Applicant Tracking System Keywords

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

Hard skills
Queue ManagementTechnical AnalysisQuality ControlSaaSAPIsDatabases
Soft skills
CommunicationAnalytical AbilityOrganizationTime ManagementCollaborationEmpathy