Analista de SupportOps

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Consolidate and ensure the quality of support operation data.

• Define, monitor, and enhance operational indicators (SLA, TMR, TMA, backlog, aging, throughput, among others).

• Create executive and operational dashboards to track performance.

• Develop critical analyses of operations, identifying deviations, bottlenecks, and improvement opportunities.

• Support leadership in decision-making through data and indicators.

• Monitor SLA compliance and the performance of support queues (N1, N2, and N3).

• Prepare demand forecasts and operational capacity analyses.

• Standardize metrics, concepts, and information sources.

• Automate reports and data extraction processes.

• Manage and enhance the Zendesk platform, ensuring quality configurations and reliable information.

• Foster a data-driven culture within the support operation.

⛳️ Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields.

• Experience with MIS, Business Intelligence, or operational data analysis.

• Experience in developing and tracking indicators (KPIs).

• Proficiency with BI tools (Power BI, Looker, or similar).

• Advanced experience with Excel or Google Sheets.

• Proficiency in SQL.

• Experience with Zendesk or another customer service platform.

• Familiarity with operational support or contact center indicators.

• Experience in technical support operations (N1, N2, or N3).

• Knowledge of forecasting and capacity planning.

• Experience with process automation, scripts, or ETL.

• Background in technology or SaaS companies.

• Ability to transform data into analyses and business recommendations.

• ⭐ **It would be a plus if you have**

• Certification in Power BI, Tableau, or Data Analytics.

• Certifications related to Zendesk.

• Knowledge of Python for routine automation.

• Familiarity with data integration via APIs.

• Experience with ETL tools.

• Experience in implementing or structuring MIS or SupportOps areas.

• Postgraduate degree in fields related to data analysis, BI, or management.

🏝️ Benefits

• Medical assistance

• Meal allowance or food voucher

• Birthday day-off

• Paternity leave

• Childcare assistance

• Home office support