Service Desk Analyst ensuring efficient technical support delivery at Ki's agile team. Log and resolve service requests while focusing on user satisfaction and team collaboration.
About the role
- Customer Experience Analyst at Afya, managing client relationships and onboarding processes in São Paulo. Focusing on user needs and product enhancement through effective strategies.
Responsibilities
- Conduct Discovery: Identify and understand users' needs and propose innovative ideas to improve our products and services.
- Monitor product KPIs: Track key performance indicators.
- Onboard new customers: Lead welcome sessions, present our products and services, and ensure a positive, welcoming initial experience.
- Manage client portfolio: Serve institutions and students with excellence, responding to questions and requests quickly and efficiently via email, chat, and phone.
- Monitor the customer journey: Develop strategies to drive platform adoption and deliver the best possible experience.
- Data analysis: Collect and interpret information about customer usage and performance, identifying trends and opportunities for improvement.
Requirements
- Higher education completed or in progress.
- Experience with CRM tools (desirable), such as Zendesk, Intercom, and others.
- Intermediate proficiency in Microsoft Office.
- Familiarity with customer retention metrics.
- Technical knowledge in support and customer service management.
- Ability to work with data and generate actionable insights.
- Proactivity in backlog management and prioritization of requests.
- Strong communication skills and ability to collaborate with cross-functional teams, especially product teams.
- Experience identifying and reporting product improvements.
- Organized information flow and reporting to leadership.
- Temporary contract through June 30, 2026.
Benefits
- Meal allowance / meal voucher.
- Flexible hours and assignments (for remote roles).
- Transportation voucher (for hybrid or on-site roles).
- Gympass / Wellhub.
- Psicologia Viva (online platform for consultations with psychologists and nutritionists).
- Health and dental plan.
- Life insurance.
- Extended parental leave (up to 6 months for mothers and 20 days for fathers).
- Rede D'Ór: support and important information for mother and baby health, with a network of accredited nurses.
- Partnership with your local SESC (varied programming in education, health, culture, leisure, and social assistance).
- Birthday day off (one day off to take on your birthday or during your birthday month).
- Learning platform with a variety of courses (UCA).
- Language academy (AIA).
- Leadership development program.
- Afya Women Mentoring (MMA).
- Discounts on undergraduate and graduate courses at Afya's educational units.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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