Functional Analyst

Description

Job Summary: We are seeking a Functional Analyst to optimize customer service platforms, manage the Zendesk ecosystem and AI solutions, and generate strategic insights. Key Highlights: 1. Join the technology team of an innovative and collaborative company 2. Ensure efficiency and continuous evolution of customer service platforms 3. Optimize processes and enhance customer experience We are looking for a Functional Analyst to join our technology team at **PACCO**, a growing company driven by innovation, collaboration, and a purpose of encouraging people to adopt healthier and more sustainable daily habits. The primary mission of this professional is to ensure the efficiency and continuous evolution of PACCO's customer service platforms, managing the Zendesk ecosystem and AI solutions to optimize processes, improve customer experience, and generate strategic insights for operations through data analysis and automation. **Responsibilities and Duties** * Administration, configuration, and maintenance of Zendesk platforms (Support, Guide, Explore, Integrations); * Management, configuration, and maintenance of Cloud Humans AI customer service (Hub and Eddie); * Configuration and enhancement of AI prompts; * Development and maintenance of integrations via API (Zendesk and other tools); * Continuous auditing and performance analysis of AI customer service; * Creation of customized dashboards using APIs and databases; * Operational data analysis and insight generation; * Development of executive presentations with results and KPIs; * Facilitation of continuous improvement meetings for customer service tools; * Development and implementation of new features launched on the platforms used. **Requirements and Qualifications** * Degree in Technology-related fields; * Experience with Zendesk or similar customer service tools; * Experience with system integrations via API; * Analytical mindset with ability to interpret data and metrics; * Strong communication skills for interaction with business and technology teams; * Organizational skills and ability to manage multiple tasks. **Additional Information** Medical and dental assistance; Meal allowance; Transportation allowance; Totalpass; Life insurance; Annual bonus based on goal achievement and performance evaluation; University partnerships; Birthday gift card; Product purchase discount; Daily fruit buffet in the cafeteria; Weekly workplace gymnastics; Wellness and quality-of-life incentive programs. We are expanding and seeking professionals to join our team — come be part of the PACCO team! PACCO is a brand synonymous with a modern and authentic lifestyle, engaged with current issues related to food and beverage consumption both inside and outside the home. We aim to improve health through the consumption of home-cooked meals. We value strong relationships and exceptional customer service. We seek individuals who are motivated and focused on continuous professional growth. Our employees are encouraged to broaden their horizons and develop autonomy to overcome challenges in an inclusive environment. The candidate must be dynamic and eager to learn how a socially and environmentally conscious company operates.