Customer Service Analyst

Description

Job Summary: In this Customer Service Analyst role, you will be responsible for ensuring excellence in customer service and customer experience regarding systems. Key Highlights: 1. Provide consultative customer support and propose effective solutions for clients. 2. Conduct root cause analysis (RCA) for incidents and propose corrective actions. 3. Support and guide Field Technicians and improve internal processes. In this **Customer Service Analyst** position, you will be responsible for ensuring excellence in customer service and customer experience related to contracted systems, performing analytical problem identification, proposing improvements, and ensuring adherence to agreed SLAs. Additionally, you will actively support Field Technicians and optimize internal processes. **To help you understand the scope of this role, here are some key responsibilities:** \- Provide consultative support to client companies, analyzing requests related to system usage and proposing effective solutions; \- Monitor, analyze, and address system-generated alerts, ensuring SLA compliance and identifying patterns or recurrences; \- Conduct root cause analysis (RCA) for incidents and propose corrective and preventive actions; \- Support and guide drivers, resolving more complex queries and improving user experience; \- Collaborate with internal teams (technical support, product, operations) to resolve issues and continuously improve services; \- Support and guide Field Technicians on operational and administrative matters, ensuring process efficiency; \- Suggest improvements to processes, support workflows, and system usage based on data and metrics; \- Track performance indicators (KPIs), contributing to the team's performance improvement. **Requirements for this opportunity:** \- Completed or ongoing undergraduate degree (preferably in Administration, IT, Engineering, Logistics, or related fields); \- Intermediate proficiency in Microsoft Office Suite, especially Excel (data analysis, pivot tables, etc.); \- Strong analytical and problem-solving skills; \- Excellent communication and interpersonal skills. **Preferred qualifications include:** \- Prior experience in analytical or technical customer support; \- Experience with tracking systems, telematics, or logistics systems; \- Knowledge of data analysis and performance metrics; \- Valid Brazilian driver's license (Category B). Compensation: starting from R$1,00 per month Benefits: * Medical insurance * Dental insurance * Meal allowance * Food allowance * Transportation allowance Selection Question(s): * What is your salary expectation for this position? Experience: * Consultative customer support (Preferred) * Data analysis and Excel (Preferred) * RCA and incident analysis (Preferred) Work Location: On-site