SupportOps Analyst

Description

We are looking for a SupportOps Analyst, tasked with transforming operational data into business intelligence, ensuring reliable information that supports strategic decisions and enhances the efficiency of the Support operation. This is a software development company with a Customer Support operation focused on sustaining critical products, guaranteeing an excellent experience for its customers. **Apply below!** **Responsibilities and duties** * Consolidate and ensure the quality of Support operation data. * Define, monitor, and evolve operational metrics (SLA, TMR, TMA, backlog, aging, throughput, among others). * Create executive and operational dashboards to track performance. * Conduct critical analyses of operations, identifying deviations, bottlenecks, and improvement opportunities. * Support leadership in data- and metric-driven decision-making. * Monitor SLA compliance and queue performance (N1, N2, and N3\). * Develop demand forecasts and operational capacity analyses. * Standardize metrics, concepts, and information sources. * Automate reports and data extraction processes. * Administer and enhance Zendesk, ensuring high-quality tool configuration and data reliability. * Promote a data-driven culture within the Support operation. **Requirements and qualifications** **We expect you to have** * Bachelor's degree completed in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields. * Experience with MIS, Business Intelligence, or operational data analysis. * Experience building and monitoring metrics (KPIs). * Experience with BI tools (Power BI, Looker, or similar). * Advanced Excel or Google Sheets experience. * SQL experience. * Experience with Zendesk or another support platform. * Experience with Support or contact center operational metrics. * Experience in technical support operations (N1, N2, or N3\). * Experience with forecasting and capacity planning. * Experience with process automation, scripting, or ETL. * Experience in technology or SaaS companies. * Ability to transform data into business analyses and recommendations. **It will be a plus if you have** --------------------------------------- * Certification in Power BI, Tableau, or Data Analytics. * Zendesk-related certifications. * Knowledge of Python for routine automation. * Knowledge of data integration via APIs. * Experience with ETL tools. * Experience implementing or structuring MIS or SupportOps departments. * Postgraduate degree in areas related to data analysis, BI, or management. **Additionally, we consider the following competencies important** * Highly analytical profile. * Organization and attention to detail. * Strong critical thinking skills. * Ability to interpret data and propose improvements. * Metrics-oriented mindset. * Proactivity. * Good communication with technical and business teams. * Adaptability to environments under construction. * Collaborative profile. * Autonomy. * Continuous improvement mindset. * Curiosity about innovation and technology adoption. * Commitment to information quality and reliability. **Additional information** **Employment type:** CLT **Work format:** Remote Benefits: * Health insurance * Meal allowance or food voucher * Birthday day off * Paternity leave * Childcare allowance * Home office allowance #### **At Werecruiter, we believe organizational culture is the key to any company’s success.** #### **We are committed to creating an environment where innovation, respect, and personal growth form the foundation of our interactions.** #### **We value diversity and inclusion, ensuring all our partners, employees, and clients feel welcomed and motivated to reach their full potential. By joining our team or one of the companies we serve, you contribute to a greater purpose: transforming the labor market through meaningful human connections.**