Junior Services Analyst – Technical Support Networks

🕒 April 22

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Positivo Tecnologia

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1989

🔧 Hardware

🏢 Enterprise

👥 B2C

Hardware • Enterprise • B2C

Positivo Tecnologia is a Brazilian technology company that started from an education initiative and grew into a diversified provider of computers and other electronic hardware, software solutions, and IT services. The company develops, manufactures and sells hardware products and provides technology services for both consumer and business customers, with a stated purpose of improving people's lives through technology.

📋 Description

• Extract, consolidate and analyze data from systems, spreadsheets and Data Lake repositories to support the generation of management and operational information for Positivo's third-party Technical Assistance Providers (ATPs). • Monitor performance indicators for the network, tracking results of actions, SLA compliance and progress of initiatives with the ATPs. • Prepare management reports and PowerPoint presentations to support performance tracking and decision-making for the area. • Track and monitor mandatory training for ATPs, ensuring compliance with established standards. • Support the identification and recommendation of the best ATPs for service delivery and operational negotiations. • Control and finalize ATP penalty reports, and monitor notifications sent to partners. • Manage notifications related to SLAs for the Retail, Government and Corporate segments, as well as notifications related to parts. • Execute and monitor administrative and financial processes for the network, including chargebacks and provisioning, reporting information to the Controllership. • Operate workflows and handle requests in the Zeev system, ensuring proper progression of internal processes. • Implement system-driven processes to offboard partners from the technical support network. • Develop management tools and dashboards for dynamic monitoring of operational indicators. • Interact with support areas, contributing to continuous improvement of processes and operational flows.

🎯 Requirements

• Bachelor's degree completed or in progress in Administration, Accounting, Economics, Engineering or related fields. • Advanced Microsoft Office skills (Word, Excel, PowerPoint). • Experience conducting methodical processes, ensuring organization, consistency and completion of steps. • Knowledge of SAP or other ERP systems. • IT knowledge (software and hardware). • Python and Power BI – a plus.

🏖️ Benefits

• Health and dental plans • Zenklub: health and wellness platform, including psychological care • Casa da Saúde: medical and dental consultations, plus clinical exams • Gympass • On-site cafeteria • Pharmacy discounts • Medical Emergencies: agreement with the health plan for home or telephone care • Semi-flexible working hours • Hybrid work model • Childcare allowance and maternity kit • Discounts at Universidade Positivo (UP) – for employees and dependents • Saber Mais: Professional Development Portal • Discounts at Colégio Positivo for employees' children • PPR (Performance-Related Profit Sharing) • Good Card: benefit card accepted at more than 130,000 establishments • Life insurance • Payroll-deductible loans • Transportation voucher or parking • Parceiro Positivo: site with discounts on our products