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Techne

Business Intelligence Analyst – SupportOps

Techne

Business Intelligence Analyst for SupportOps operations ensuring data reliability and generating insights for operational decisions. Involves working with BI tools and optimizing data sources.

Posted 7/17/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in operational data analysis, including the development of metrics and dashboards to drive performance improvements. Proficient in utilizing BI tools and SQL for data-driven decision-making in support operations.

Highest-signal resume keywords
Operational Data AnalysisBusiness Intelligence ToolsKPI DevelopmentSQL ProficiencyZendesk Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Data AnalysisForecastingProcess AutomationScriptingETLAdvanced ExcelGoogle SheetsOperational MetricsTechnical Support OperationsData Transformation
Soft Skills
Decision-MakingAnalytical ThinkingCommunication
Tools & Technologies
Power BILookerZendesk
Industry Keywords
SLATMRAHTBacklogAgingThroughputMISSaaSContact CenterSupport Operation

Tech Stack

Tools & technologies
ETLSQL

About the role

Key responsibilities & impact
  • Consolidate and ensure the quality of support operation data.
  • Define, monitor and evolve operational metrics (SLA, TMR, AHT, backlog, aging, throughput, among others).
  • Create executive and operational dashboards to track performance.
  • Develop critical analyses of the operation, identifying deviations, bottlenecks and improvement opportunities.
  • Support leadership in decision-making through data and indicators.
  • Monitor SLA compliance and the performance of support queues (N1, N2 and N3).
  • Prepare demand forecasts and operational capacity analyses.
  • Standardize metrics, definitions and data sources.
  • Automate reports and data extraction processes.
  • Manage and evolve Zendesk, ensuring correct tool configuration and reliable information.
  • Promote a data-driven culture within the support operation.

Requirements

What you’ll need
  • Bachelor’s degree in Information Technology, Information Systems, Computer Engineering, Systems Analysis and Development, or related fields.
  • Experience with MIS, Business Intelligence or operational data analysis.
  • Experience building and tracking indicators (KPIs).
  • Experience with BI tools (Power BI, Looker or similar).
  • Advanced Excel or Google Sheets skills.
  • Experience with SQL.
  • Experience with Zendesk or another customer support platform.
  • Experience with support or contact center operational metrics.
  • Experience in technical support operations (N1, N2 or N3).
  • Experience with forecasting and capacity planning.
  • Experience with process automation, scripting or ETL.
  • Experience working in technology or SaaS companies.
  • Ability to transform data into analyses and business recommendations.

Benefits

Comp & perks
  • Continuous training to help you stay ahead
  • Meal allowance (VA) / Food voucher (VR) for daily comfort
  • Comprehensive health insurance for your well-being
  • Day off during your birthday month — because celebrating matters
  • Wellhub - Gympass to take care of body and mind
  • Pluxe-Cuida, providing psychological, financial and legal support
  • SESC benefits for leisure, culture and well-being
  • Extended paternity leave to spend more time with your family