Junior Application Analyst

Description

Job Summary: Provide technical support to customers by receiving and handling complaints, ensuring the quality of guidance provided and transforming customer requests into strategic insights for continuous improvement. Key Highlights: 1. Technical support and customer experience 2. Data analysis for continuous product improvement 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 case closure. The Technical Support team is responsible for ensuring the technical accuracy of guidance provided, safeguarding brand reputation, and converting customer requests and incidents into strategic information 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 through 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—protecting brand reputation. * Prepare managerial reports for the department by collecting, organizing, and analyzing data, supporting performance tracking and KPI monitoring. * Monitor and manage Technical Support KPIs, ensuring data reliability. * Contribute technical analyses of incidents, identifying root causes related to product application, usage, or installation. * Propose product and process improvements based on complaint recurrence 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 through closure. * Advanced Excel skills, including spreadsheet creation, formulas, pivot tables, and data organization and analysis. Desirable Requirements: * Familiarity with 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. * Knowledge 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 Voucher; * Year-end bonus; * 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 driving purpose is caring 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 yourself. Do you feel this connection? Join our team! Click here and follow us on LinkedIn.