Customer Support Center Analyst – Junior

Copa Energia

Join Copa Energia as a Customer Support Center Analyst in São Paulo, providing operational support and improving customer service experiences. Engage with internal teams for effective communication and results.

Posted 7/22/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Contact Center operations and customer journey optimization, with a strong ability to analyze performance indicators and implement workflow improvements. Proficient in utilizing Salesforce CRM and Power BI to enhance service delivery and support team effectiveness.

Highest-signal resume keywords

Contact Center OperationsSalesforce CRMProcess ImprovementMicrosoft OfficePower BI

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey AnalysisPerformance Indicator PreparationRoot Cause AnalysisWorkflow OptimizationTraining Material Development

Soft Skills

Creative MindsetNegotiation SkillsOpenness to New Ideas

Tools & Technologies

Salesforce CRMSAPMicrosoft OfficePower BI

Industry Keywords

Contact CenterCustomer ServiceOperational SupportPerformance Review

About the role

Key responsibilities & impact

Prepare presentations of the Contact Center performance indicators;
Identify root causes of recurring issues in customer service and propose corrective action plans;
Propose and implement improvements to service workflows (voice and digital) to optimize the customer experience;
Update process flows and training materials that will serve as the basis for the support team's work;
Provide support to the Contact Center team and internal departments in resolving operational questions and incidents;
Participate in performance review meetings with company departments and the external service provider.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Psychology, Logistics or related fields (completed);
Experience with Contact Center operations and the customer journey;
Advanced knowledge of Microsoft Office;
Specific experience with Salesforce CRM and SAP;
Experience negotiating with internal and external customers;
Creative mindset and openness to new ideas;
Knowledge of Power BI;
English – Intermediate level.

Benefits

Comp & perks

Meal voucher or on-site restaurant at the facility, depending on work location and employment type.
Food allowance to help with household grocery expenses.
Transport voucher.
Medical plan to cover you and your immediate dependents.
Dental plan.
Gympass — to support your physical health and energy.
Payroll-deductible loan (consigned credit): installments deducted directly from payroll with lower interest rates.
Profit sharing (Participation in Results).
Monthly gas voucher — an exclusive company benefit.
Pharmacy card.
Extended maternity leave of 180 days.
Childcare assistance for mothers for 24 months following return from maternity leave.
Paternity leave of up to 20 days, at the employee's option.
Health and wellness program — Viva+Energia.
Parking subsidy depending on role and workplace (subject to role eligibility).
Company-provided rental car according to role and eligibility.
Hybrid work model at Copa Energia headquarters, combining on-site and remote work.
New Value — an employee benefits club offering discounts on Beauty, Fitness, Food, Culture, Leisure and Travel.
Life insurance for added security.