Business Intelligence Analyst – SupportOps

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

📋 Description

• Consolidate and maintain the integrity of support operation data.

• Define, track, and refine operational metrics (SLA, TMR, AHT, backlog, aging, throughput, among others).

• Develop executive and operational dashboards to monitor performance.

• Conduct in-depth analyses of the operation, identifying deviations, bottlenecks, and areas for improvement.

• Assist leadership in making informed decisions through data and performance indicators.

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

• Prepare forecasts for demand and analyze operational capacity.

• Standardize metrics, definitions, and data sources.

• Automate reporting and data extraction processes.

• Manage and enhance Zendesk, ensuring proper configuration 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.

• Proven experience with MIS, Business Intelligence, or operational data analysis.

• Experience in developing and monitoring key performance indicators (KPIs).

• Familiarity with BI tools such as Power BI, Looker, or similar platforms.

• Advanced skills in Excel or Google Sheets.

• Proficiency in SQL.

• Experience with Zendesk or another customer support platform.

• Knowledge of support or contact center operational metrics.

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

• Experience in forecasting and capacity planning.

• Familiarity with process automation, scripting, or ETL.

• Experience in technology or SaaS companies.

• Ability to convert data into analyses and actionable business recommendations.

🏝️ Benefits

• Continuous training to help you stay ahead.

• Meal allowance (VA) / Food voucher (VR) for daily comfort.

• Comprehensive health insurance for your well-being.

• Day off during your birthday month — because celebrating matters.

• Wellhub - Gympass to take care of body and mind.

• Pluxe-Cuida, providing psychological, financial, and legal support.

• SESC benefits for leisure, culture, and well-being.

• Extended paternity leave to spend more time with your family.