Analista de Suporte e Dados

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte e Dados based in Brazil. Role Overview We are looking for a detail-oriented and analytical professional to join a dynamic team focused on technical support, data analysis, and customer service excellence. In this role, you will troubleshoot medium- and high-complexity technical issues across customer incentive platforms while ensuring timely and effective resolutions. You will extract, process, and validate data to support campaign operations, performance reporting, and informed business decisions. Using tools such as Excel, SQL, and Power BI, you will develop reports and dashboards that provide reliable, actionable insights. You will collaborate with internal teams to validate campaign results, identify data inconsistencies, and improve operational efficiency. This is an opportunity to combine technical problem-solving, data expertise, and customer-focused communication in a fast-paced technology environment. The position is fully remote, offering opportunities for professional development, structured feedback, and long-term career growth.

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