Business Intelligence Analyst – SupportOps

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Techne

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

📚 Education

📋 Compliance

SaaS • Education • Compliance

Techne is a technology solutions provider that focuses on optimizing and automating processes for both public and private institutions. With a team of specialists, Techne offers innovative services that enhance performance and efficiency. Their expertise includes a low-code platform, Cronapp, which accelerates the development of complex web and mobile systems, and comprehensive management systems for education and public sector personnel. Techne's solutions empower millions of users and promote decision-making through simplicity and effectiveness.

📋 Description

• 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

• 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

• 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