Junior Application Analyst

Description

Job Summary: Provide technical support to customers by receiving and resolving complaints, ensuring the technical quality of guidance and safeguarding the brand's reputation. Key Highlights: 1. Technical support and customer experience 2. Data analysis for continuous improvement of products and processes 3. A multicultural, respectful, and inclusive environment The Junior Application Analyst (Technical Support) position aims to deliver technical support to customers nationwide via multiple service channels, receiving, analyzing, and resolving customer and consumer complaints—from initial receipt through to case closure. The Technical Support team ensures the technical quality of guidance provided, protects the brand’s reputation, and transforms customer demands and incidents into strategic insights for continuous improvement of products, processes, and customer experience. **Responsibilities and Duties** * Receive, analyze, and resolve customer and consumer complaints nationwide via multiple service channels, tracking cases from receipt to closure. * Focus on customer service and customer experience, delivering clear, accurate, and timely technical responses within established deadlines. * Monitor and maintain service performance indicators—including average response time and customer satisfaction—upholding the brand’s reputation. * Prepare management reports for the department by collecting, organizing, and analyzing data to support performance tracking and KPI monitoring. * Monitor and manage Technical Support KPIs, ensuring data reliability. * Conduct technical analyses of incidents to identify root causes related to product application, usage, or installation. * Propose product and process improvements based on recurring complaints and identified opportunities. **Requirements and Qualifications** Mandatory Requirements: * Education: Technical degree in Building Construction, or currently pursuing a Bachelor’s degree in Civil, Electrical, Mechanical, Environmental, Sanitary Engineering, or related fields. * Experience in technical customer support and complaint resolution. * Strong verbal and written communication skills, with ability to formulate clear and concise technical responses. * Proficiency in managing multiple service channels, with strong control and organization in tracking cases from receipt to closure. * Advanced Excel skills—including spreadsheet creation, formulas, pivot tables, and data organization and analysis. Desirable Requirements: * Knowledge of Power BI. * Experience in technical support, after-sales service, or technical customer service centers (SAC). * Familiarity with consumer service platforms such as Reclame Aqui and Consumidor.gov. * Understanding of customer service and experience metrics (e.g., SLA, response time, NPS). * English and Spanish proficiency. **Additional Information** **We care about the well-being of our Feras and offer benefits such as:** * Work Schedule: Hybrid (3 days per week onsite in Joinville). * Meal Allowance; * Year-end gift; * Health Insurance; * Dental Insurance; * Life Insurance; * Private Pension Plan; * Wellhub**;** * Birthday Day Off; * Citizen Company: extended maternity and paternity leave. * Discount on our products; * Annual Bonus (Profit Sharing); * Up to 50% discount on medications; * Health programs. With over 80 years in the market, we are a Brazilian multinational leader in construction solutions, with strong international presence and nearly 5,000 professionals operating across 5 countries. Our purpose is to care for water to transform people’s quality of life in the communities where we operate. Our team comprises individuals who embrace this same purpose—and together, we rank among the best multinationals to work for in Latin America, according to the Great Place to Work 2024\-2025 ranking. We value diversity in a multicultural, respectful, and inclusive environment that empowers your talent. We believe our strongest connection is with people—and here, you are free to be who you are. Do you feel this connection? Join our team! Click here and follow\-us on LinkedIn.