Qive: Analista De Sustentação Pleno

Headquarters: BR URL: http://qive.com.br

About

At Qive, we simplify the complex to drive the growth of companies in Brazil.

We are the platform that redefines Accounts Payable, integrating and automating the management of payments, documents, and suppliers with security, intelligence, and end-to-end efficiency. We connect more than 210,000 CNPJs and have more than 300 professionals in an operation that serves companies throughout the country.

None of this would be possible without people who dream big, execute with agility, and build the future of Accounts Payable together. Here, you will work with high-performance technology, real-world scale challenges, and a team that learns quickly and delivers impact. Come with us to redefine Accounts Payable and your career!

Responsibilities and Objectives

Know the Qive product and the fiscal/financial ecosystem.
Provide customer support through an ITSM tool, following ITIL guidelines, performing investigations, diagnoses, and resolution of incidents, requests, and doubts related to Qive products and/or services, collaborating with continuity and availability.
Elaborate, review, and constantly improve documentation.
Support platform availability, monitoring systems, and proactively acting to avoid interruptions (Grafana).
Analyze and improve support processes, identifying obstacles and proactively acting to optimize our customers' experience.
Work together with multidisciplinary teams, such as Customer Success, Engineering, Product, and Finance.
Act as the communication bridge between internal teams (Customer Success and Engineering), mediating and directing their needs clearly and objectively for platform support. Ensuring compliance with Service Level Agreements (SLAs), prioritizing services, and seeking creative and effective solutions.

Requirements

Relevant experience in technical support and customer service on a SaaS platform.
Basic knowledge of Gitlab.
Practical knowledge of ITIL fundamentals and Service Level Agreements (SLAs), including incident, problem, and service request management concepts, adopting best practices and specific procedures for each type of call, aiming at efficiency and quality of support.
Basic knowledge of HTTP requests (Assemble calls, execute them, identify their methods, know the types of status codes, etc.). Using tools like PostMan.
Ability to read and analyze codes (Various logs, Chrome Dev Tools, JSON, Grafana/Loki, and Bigquery) and SQL queries (especially for PostgreSQL/MySQL).
Basic knowledge of HTTP requests (Assemble calls, execute them, identify their methods, know the types of status codes, etc.). Using tools like PostMan.
Sense of prioritization, productivity, and excellent communication skills (oral and written) to transmit information clearly and objectively to different interlocutors (peers, clients, and other teams).

It will be a differential if you have:

Experience with Windows systems support (Account and user configuration, permission and group management, Windows Defender configuration, and other antivirus and Windows services).
Completed or ongoing higher education in Information Technology, Engineering, or related areas.
Experience with DFe systems (Electronic Fiscal Documents) or fiscal/financial area.
Knowledge of PHP.
Knowledge of API and microservices.
Experience with agile methodology.
Low Code programming.
Knowledge of using the Google Workspace package.

Benefits

Unimed health plan with national coverage, without monthly discounts or co-participation for our Qivers and their children.
Dental plan with national coverage, without payroll deductions and the possibility of including children, relatives, parents, and in-laws.
Flash Flex benefit with a very competitive value, accepted in restaurants, supermarkets, bakeries, mobility, well-being, health, education, culture, and entertainment, without any discount.
If we grow, our Qivers also come with us! We have a competitive Company Results Participation Program (PPR).
Extended maternity and paternity leave, including for adoption and same-sex couples.
Cost of living allowance to the qiver in the first 03 months after birth or adoption in the amount of R$ 1,000.00 advanced.
Childcare or babysitter allowance for children up to 06 years of age.
Total Pass.
Alelo Multibenefícios card.
Life insurance.

And More

Remote work, geographic freedom anywhere in the country.
We send all the necessary equipment to set up your home office, but if you prefer, we have a headquarters with free parking, snacks, and free drinks, and a super relaxed environment.
Environment of constant learning and development, encouraging individual growth, feedback, and teamwork.
We value well-being, so we have free online classes of Yoga, Meditation, and Labor Gymnastics.
Thinking about mental health and development, we also have partners like Ana Health, Vamos Escrever, and Cambly.

Diversity is learning and inclusion is necessary at Qive

We are constantly learning to ensure that all people have the freedom and respect to speak and listen and feel in their daily lives the positive experiences presented by Qive! This is more than solving a common pain, we want to be better always, we want to change the game whatever it may be. And we count on you to make a difference and this does not depend on your belief, gender, sexual orientation, skin color, disability, or social class.

Privacy of Personal Data

In our selection processes, we collect and process the personal data provided in the job application form (which includes both the data entered in each field of the form and those present in the attached resume) and data that may be requested in the next steps. Qive will not have access to any other data that is outside these hypotheses. The purpose of collection is only for identification, communication, and analysis of candidates.

We also inform that we manage all vacancies through the InHire system, not having a link with other platforms where our vacancies are mirrored. Therefore, if you are applying for our vacancies through a means other than our official website or InHire, it is recommended to read the terms and policies of each one.

If you have questions about personal data, please contact us through the means informed in our Privacy Policy.

To Apply

https://weworkremotely.com/remote-jobs/qive-analista-de-sustentacao-pleno