**MGITECH is growing—and we want you on our team!** --------------------------------------------------------- With **34 years of experience** designing comprehensive mobile solutions, we create tailor-made projects for each client. Our purpose is to **simplify people’s operational work**, enabling them to develop their human talents. Now, we’re looking for someone who shares this vision for the position of: **Back Office Analyst** **You will be responsible for providing operational and administrative support to internal departments**, organizing processes, monitoring KPIs, supporting the commercial and operations teams, and ensuring internal routines run efficiently, accurately, and in alignment with our quality standards. So—do you believe in this cause? Join our team and **help sustain MGITECH’s growth through organization, efficiency, and attention to detail!** **Responsibilities and Duties** Ensure activities are executed within established deadlines, keeping all stakeholders informed about progress and, if necessary, renegotiating new delivery deadlines. Ensure all customer inventory data in SAP is accurate and up to date, and act on improvement opportunities identified in inconsistencies. Analyze service contracts to ensure they are current and correct. Ensure all sales orders, return orders, budget approvals, and other customer pending items are registered in SAP and updated in HubSpot so that customer ticket handling complies with agreed SLAs. Monitor, track, and follow up with customers regarding pending items—including backup returns and invoices (NF), budget approvals, and other customer-related pending items—to guarantee timely returns and avoid overburdening our stock for ticket resolution. Seek out information and knowledge required to perform your job effectively. **Work Characteristics** Hybrid work model: some days working remotely (home office) and others onsite at MGITECH’s office in Mogi das Cruzes–SP; You will report to the Lead Back Office Analyst; You will join the Back Office team, which at MGITECH ensures essential processes across all company departments remain aligned and function properly. You will have autonomy—alongside your team—to design strategies deemed most appropriate to achieve established goals. **Activity Description** **** Enter process-related information into the appropriate system immediately, ensuring full content inclusion upon activity completion. Act, monitor, advance, and update customer ticket portals across all intake channels, ensuring compliance with processes (repair or equipment replacement) in our internal systems and customer systems, per contracted SLA. Serve as the primary point of contact, providing customers with updates regarding equipment shipments, tracking, invoice (NF) pending items, and backup returns—ensuring continuity of tickets and completion of internal processes. Check inventory levels and request purchases when needed to meet SLA requirements for customer replacement and replenishment requests. Monitor, track, and develop action plans for outstanding customer receivables issued by BKO, aiming to resolve financial pending items with customers. Process equipment write-offs (70% damage/total loss, insured, or obsolete units) and service orders to keep SAP and HubSpot updated according to ticket resolutions, maintaining accurate historical records. Create service orders in Samsung’s GSPN portal, Apple’s portal, and/or other suppliers’ portals to advance internal and customer tickets. Activate service contracts, indicating in SAP the SIM cards and equipment linked to each customer. Issue exchange/substitution agreements and ensure inventory data related to those contracts is accurate and up to date. Prepare budgets for customers with ad-hoc, out-of-warranty tickets or for services/items not covered under the customer’s contract. Develop work instructions and publish them in HubSpot for use as training and reference material for team members and colleagues from other departments. **Requirements and Qualifications** **Education:** Bachelor’s degree in Business Administration, Process Management, or Technology in Managerial Processes **Previous Experience:** Internal candidates: minimum of 6 months as an Analyst in similar roles External candidates: minimum of 1 year as an Analyst in similar roles Experience with direct customer service/contact **Technical Knowledge:** Intermediate-level Microsoft Office suite proficiency **Skills:** Analytical problem-solving ability Clear communication Organizational skills **Additional Information** **Benefits Package:** Meal or food allowance, transportation allowance or fuel allowance, Amil medical and dental insurance, life insurance, and a career development plan MGITECH is a company with 33 years of experience creating comprehensive mobile solutions, designing the ideal project for each client. Our purpose is to simplify people’s operational work so they can develop their human talents. If you believe in this cause, let’s transform the world—together.