End-to-End Service Support Analyst I

Description

Job Summary: Responsible for supporting outsourced networks and Banco24Horas, acting as the interface between Financial Institutions and TecBan, ensuring service availability and customer satisfaction. Key Highlights: 1. Interface between Financial Institutions and TecBan 2. Monitoring and prioritization of networks to ensure customer satisfaction 3. Analysis and resolution of issues for continuous improvement Support outsourced networks and Banco24Horas (ATMR and Mini Banco24Horas) by serving as the interface between Financial Institutions and other TecBan departments, including network monitoring and availability management, incident ticket creation, remote recovery actions, escalation across internal teams to ensure priority handling, analysis for continuous improvement, and follow-up on information and performance indicators according to established deadlines. **Responsibilities and Duties** Main responsibilities: Monitor and prioritize network support through cross-departmental coordination to ensure customer satisfaction and timely delivery of agreed-upon results. Monitor network availability using the availability dashboard to ensure compliance with SLAs committed to Financial Institutions in contracts. Create technical support tickets via TecBan's internal system. Analyze machines that have been repeatedly unavailable over the past 30 days to implement definitive corrective measures. Interface with and escalate internally to prioritize technical interventions and parts availability. **Requirements and Qualifications** * Technical requirements: Currently pursuing a bachelor's degree in Business Administration, Engineering, Economics, Mathematics, Economics, Statistics, or Marketing. * Desired behavioral profile: Dynamic, analytical, collaborative, and execution-oriented. **Additional Information** Location: Cotia\-SP Hybrid Integrated Services TecBan was born from experience managing Brazil’s largest ATM network by transaction volume — Banco24Horas. After many years successfully operating Banco24Horas, we decided to share our excellence and expertise with the broader market. Integrated Services TecBan acts as an operational transformation and management agent across core pillars: logistics, maintenance services, conservation, installation, and third-party asset and business management. We handle complex tasks with a simple commitment: simplifying daily operations for businesses and our customers. We offer modular and customizable solutions tailored to client needs across the following areas: * Field Service; * Civil works and building maintenance; * Equipment revitalization; * Repair laboratory for circuit boards, modules, and electronic equipment; * Logistics (transportation and warehousing); * Management of equipment networks and associated infrastructure; * Performance monitoring and tracking; * And much more!! We operate multiple bases across Brazil, all equipped with advanced technological infrastructure and sustained investment in technology and security. Reiterating our commitment to diversity and inclusion, we invite Black, Indigenous, women, people with disabilities, individuals across generations and aged 50\+, neurodiverse individuals, and LGBTQIAPN\+ individuals to apply for internships, apprenticeships, and full-time positions within the TecBan Group. For more information about our diversity initiatives and values, please consult our annual report and our Diversity Guide. Diversity, access our annual report and our Diversity Guide. Link to Diversity Guide \- Join Us \| Become part of the TecBan Team Link to Annual Report \- TecBan\_RA\_2022\_Port\_10\.07\.23\.pdf (ctfassets.net) Let’s exchange knowledge and grow together. Join a selection process that values those who deliver. Come join our Team!!!