Analista de Suporte e Dados

<h3>Accountabilities</h3><li>
<strong>Technical Support and Troubleshooting:</strong>Handle and resolve medium- and high-complexity support tickets related to customer incentive platforms, investigating technical issues and ensuring effective solutions.</li><li>
<strong>Ticket Management and SLA Compliance:</strong>Register, categorize, prioritize, and monitor support requests, ensuring timely responses, appropriate follow-ups, and compliance with established service-level agreements.</li><li>
<strong>Data Extraction and Analysis:</strong>Extract, process, combine, and analyze data from different platforms to support operational activities, incentive campaign calculations, performance assessments, and business decision-making.</li><li>
<strong>Reporting and Dashboard Development:</strong>Create, update, and maintain reports and dashboards using Excel and Power BI, ensuring information is accurate, accessible, and consistently up to date.</li><li>
<strong>Data Quality and Validation:</strong>Verify data integrity and consistency, identify discrepancies, investigate root causes, and implement or coordinate corrections to maintain reliable reporting and campaign results.</li><li>
<strong>Cross-Functional Collaboration:</strong>Work closely with Campaigns and Mechanics teams to review calculations, validate campaign outcomes, and ensure the accuracy of operational information.</li><li>
<strong>Documentation and Knowledge Management:</strong>Document technical support procedures, record solutions to recurring issues, and maintain a technical knowledge base to facilitate troubleshooting and knowledge sharing.</li><li>
<strong>Process Improvement:</strong>Identify recurring support requests, analyze patterns, and recommend improvements to systems, workflows, and support processes to increase efficiency and service quality.</li><h2>Requirements</h2><li>
<strong>Technical Support Experience:</strong>Ability to diagnose, investigate, and resolve technical issues involving software systems and digital platforms.</li><li>
<strong>Data Analysis and Processing:</strong>Practical knowledge of Excel and SQL for extracting, processing, combining, and validating datasets.</li><li>
<strong>Reporting and Visualization:</strong>Experience creating and maintaining reports and dashboards using Power BI or similar business intelligence tools.</li><li>
<strong>Ticket Management:</strong>Familiarity with support ticketing systems, including request classification, prioritization, follow-up, and SLA monitoring.</li><li>
<strong>Data Quality Assurance:</strong>Ability to validate information, identify inconsistencies, investigate discrepancies, and maintain accurate operational records.</li><li>
<strong>Analytical Thinking:</strong>Strong analytical and problem-solving skills, with the ability to interpret data, recognize patterns, and identify the underlying causes of technical issues.</li><li>
<strong>Attention to Detail:</strong>Commitment to accuracy when handling datasets, preparing reports, documenting procedures, and resolving support requests.</li><li>
<strong>Communication Skills:</strong>Ability to explain technical information clearly and professionally to different stakeholders, including non-technical colleagues.</li><li>
<strong>Proactivity and Ownership:</strong>A proactive approach to troubleshooting, with the initiative to investigate problems, recommend solutions, and follow issues through to resolution.</li><li>
<strong>Organization and Prioritization:</strong>Ability to manage multiple requests simultaneously, organize workloads effectively, and meet deadlines in a dynamic environment.</li><h2>Benefits</h2><li>
<strong>Monthly Benefits Allowance:</strong>R$ 895 through the iFood Benefícios card.</li><li>
<strong>Fitness and Wellness:</strong>TotalPass membership, providing access to a broad network of gyms across Brazil.</li><li>
<strong>Digital Healthcare:</strong>Access to Conexa telehealth services, including medical, psychological, and nutritional support.</li><li>
<strong>Healthcare Discounts:</strong>Avus benefits, offering discounts on medications, medical consultations, and laboratory tests.</li><li>
<strong>Internal Incentive Program:</strong>Participation in an internal incentive program.</li><li>
<strong>Structured Performance Reviews:</strong>Regular performance evaluations with clear feedback to support professional development.</li><li>
<strong>Career Development:</strong>A defined career progression framework that provides visibility into potential growth opportunities.</li><li>
<strong>Continuous Learning:</strong>Frequent training opportunities to strengthen technical skills and support ongoing professional development.</li><li>
<strong>Remote Work:</strong>Fully remote working arrangement, allowing you to work from anywhere in Brazil.</li>