VOLL

Platforms Analyst, Junior

VOLL

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Platform maintenance and operational support
  • Assist in the configuration, maintenance, and operation of platforms used by the Customer Directorate (Zendesk, 55PBX, CONCIEX and other support tools).
  • Perform operational adjustments in the platforms, such as creating and updating tickets, users, queues, and basic settings.
  • Monitor the performance of the tools, identify instabilities, and contact the appropriate support channels when necessary.
  • Assist in configuring and maintaining customer service channels integrated with the platforms (email, chat, telephony, and messaging).
  • Monitor the operation of integrations between systems, reporting failures or inconsistencies.
  • Monitor ticket queues and contribute to meeting Service Level Agreements (SLAs).
  • Ensure correct creation, categorization, and routing of tickets according to established processes.
  • Support the management of service priorities together with operational teams.
  • Assist in maintaining workflows, automation rules, triggers, and filters in the platforms.
  • Make operational adjustments to forms, custom fields, and routing configurations.
  • Create, update, and deactivate user access for the platforms under the team's responsibility.
  • Ensure compliance with internal data security policies and access permission guidelines.
  • Provide first-level support to agents and staff of the Customer Directorate in the use of the platforms.
  • Assist in preparing support materials, operational guides, and basic training for new users.
  • Support the creation and updating of articles in the platforms' knowledge base.
  • Contribute to the organization and standardization of self-help content.
  • Track operational metrics of the platforms and report inconsistencies or improvement opportunities to leadership.
  • Support data extraction and organization to feed management reports and dashboards.

Requirements

  • Technical or university degree in progress (Information Technology, Information Systems, Business Administration, or related fields).
  • Basic knowledge of customer service platforms and CRM, preferably Zendesk.
  • Familiarity with Microsoft Office / Google Workspace.
  • Analytical, organized, and detail-oriented.
  • Good communication skills to interact with different teams.
  • Previous experience with telephony tools (such as 55PBX or similar) and/or messaging platforms.
  • Basic to intermediate English or Spanish.
  • Experience or interest in the corporate travel sector.
  • Basic understanding of automations and system integrations.
Benefits
  • Meal/food allowance on the Flash card;
  • SulAmérica medical and dental plans;
  • Total Pass;
  • Home office allowance on the Flash card;
  • Mental health support (VOLL Care);
  • Education assistance through VOLL Education;
  • Group life insurance;
  • 6-month maternity leave;
  • 30-day paternity leave (Our parental leave policy equally applies to same-sex couples).;
  • Paid vacation after 6 months;
  • Day off.
Applicant Tracking System Keywords

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

Hard Skills & Tools
platform maintenanceoperational supportticket managementworkflow managementdata extractionsystem integrationsautomationsuser access managementcustomer service platformsCRM
Soft Skills
analyticalorganizeddetail-orientedcommunication skillsteam collaborationproblem-solvingcustomer service orientationtraining and supportreportingstandardization
Certifications
Technical degreeUniversity degree in progress