CI&T

Mid Support Analyst

CI&T

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Respond to support requests, clarify questions from the client, and resolve incidents and service requests.
  • Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods.
  • Keep the client informed about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences.
  • Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business.
  • Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones.
  • Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue.
  • Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to.
  • Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge base articles, runbooks, and best practices.
  • Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.
  • Perform platform monitoring to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users.
  • Work closely with stakeholders to ensure that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.

Requirements

  • Problem Solving: Strong analytical skills to effectively troubleshoot and resolve problems.
  • Communication: Excellent verbal and written communication skills for effective interactions with clients and team members, including the ability to translate technical findings into clear, actionable information for non-technical stakeholders (e.g., marketing teams, agencies).
  • Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.
  • Teamwork: Collaborative mindset to work effectively with cross-functional teams, such as marketing, agencies, engineering, data, and platform owners, to ensure end-to-end campaign success.
  • Adaptability: Willingness to learn and adapt to new tools and processes.
Benefits
  • Health and dental insurance
  • Meal and food allowance
  • Childcare assistance
  • Extended paternity leave
  • Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
  • Profit Sharing and Results Participation (PLR);
  • Life insurance
  • Continuous learning platform (CI&T University);
  • Discount club
  • Free online platform dedicated to physical, mental, and overall well-being
  • Pregnancy and responsible parenting course
  • Partnerships with online learning platforms
  • Language learning platform
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
problem solvinganalytical skillsAI techniquesalgorithm optimizationautomation processesplatform monitoringincident resolutionticket managementroot cause analysisworkflow improvement
Soft Skills
communicationtime managementteamworkadaptabilityclient satisfactioncollaborationempathyprioritizationclear communicationcollective learning