Analista de SupportOps

New

BrazilFull-TimeMiddle

Salary not disclosed

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Job Details

Required Skills: SQLBusiness IntelligenceData AnalysisMicrosoft Power BITableauMicrosoft ExcelGoogle SheetsZendeskLooker

Bachelor’s degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis, or related fields.
Experience with MIS, Business Intelligence, operational analytics, or data analysis.
Experience creating and monitoring KPIs and operational performance indicators.
Experience with BI tools such as Power BI, Looker, Tableau, or similar.
Advanced Excel or Google Sheets skills.
Experience with SQL for data analysis and information extraction.
Experience with Zendesk or other customer support platforms.
Experience working with support operation metrics or contact center environments.
Experience with technical support operations (N1, N2, or N3).
Experience with forecasting, capacity planning, and operational planning.
Experience automating processes through scripts, ETL, or data workflows.

Consolidate, validate, and maintain the quality of customer support operational data.
Define, monitor, and continuously improve operational indicators such as SLA, response times, backlog, aging, and throughput.
Build executive and operational dashboards to provide visibility into support performance.
Analyze operational trends, identify bottlenecks, detect deviations, and recommend improvement opportunities.
Support leadership decision-making through data analysis and actionable insights.
Monitor SLA compliance and performance across different support levels (N1, N2, and N3).
Develop demand forecasts and operational capacity planning analyses.
Standardize metrics, definitions, processes, and data sources to improve reliability.
Automate reports, data extraction routines, and operational workflows.
Manage and continuously improve Zendesk configurations.

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