Stefanini Brasil

Junior Support Analyst

Stefanini Brasil

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

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Job Level

Junior

About the role

  • Conduct quality audits of tickets and processes performed by support analysts, ensuring excellence in customer service.
  • Record evidence from the audits performed.
  • Prepare and deliver quality feedback to analysts.
  • Send formal feedback via email based on audit findings.
  • Monitor performance and quality indicators.
  • Prepare weekly and monthly monitoring reports.
  • Identify opportunities for improvement in support processes.
  • Develop and execute action plans with leadership to improve quality.
  • Support onboarding and refresher training for new analysts.
  • Contribute to the creation and updating of content in the Knowledge Base (KCS).
  • Collaborate with the team on other tasks related to quality, processes, and user experience.

Requirements

  • Incomplete higher education in fields such as Information Technology, Information Systems, Software Engineering, Business Administration, Management Processes, or related areas.
  • Strong written and verbal communication skills.
  • Analytical ability to assess processes and metrics.
  • Organized and detail-oriented.
  • Basic knowledge of metrics analysis and report preparation.
  • Comfortable working in a team.
Benefits
  • 🍛 Meal allowance or meal voucher
  • 👨🏼‍🎓 Discounts on courses, universities, and language schools
  • 📚 Stefanini Academy — an online platform with free, up-to-date courses and certification
  • 🗣 Mentoring
  • 💉 Benefits club for medical consultations and tests
  • 🏥 Medical assistance (health insurance)
  • 🦷 Dental assistance (dental insurance)
  • 💰 Benefits and discounts club at top establishments
  • 🛫 Travel club
  • 🐶 Pet care plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
metrics analysisreport preparationquality auditsprocess improvementaction plans developmentKnowledge Base (KCS) content creation
Soft Skills
written communicationverbal communicationanalytical abilityorganizational skillsdetail-orientedteam collaboration