Produktanalyst zur Unterstützung von Produktkonzeption im IT - Bereich für die Kinderbetreuung. Verantwortung für Kundenanforderungen, Prozessanalyse und Fachwissen im Team.
About the role
- Support analyst providing technical assistance to cooperatives at Sicredi. Managing demands and improving service processes in a hybrid work environment.
Responsibilities
- Provide specialized support to cooperatives by performing technical analyses and giving the necessary guidance for each case;
- Monitor process documents and activities, flagging changes and/or needs for creation, supporting the ongoing updating of documents in the Knowledge Base;
- Track individual and team OKRs, as well as propose actions for improvement;
- Analyze the main reasons users contact support and propose improvements aimed at efficiency gains and better user experience;
- Assist in identifying and signaling business risks;
- Participate in initiatives to promote business, supporting cooperatives in revenue generation and building closer relationships with users;
- Collect user feedback, insights and suggestions to assess the quality of service and identify potential areas for improvement;
- Execute and follow up on action plans for continuous improvement of service and product;
- Monitor the status and progress of issue resolution to keep the user informed;
- Advise users on business, processes and services based on documented information validated by the responsible areas to clarify questions and concerns;
- Provide support across all channels, record, evaluate and properly prioritize incidents related to business, processes, services and continuity of activities, communicating workarounds or resolving them when possible;
- Handle requests, route and work with the responsible areas when necessary, monitoring the contracted SLA to meet users’ needs within established deadlines.
Requirements
- Bachelor’s degree in progress (Business Administration or related fields);
- Proficiency in Microsoft Office (creating materials in PowerPoint and Excel is essential);
- Experience in customer service.
- Skills considered a plus:
- Proactivity and a proactive attitude – ability to assume responsibilities and seek solutions autonomously;
- Genuine willingness to learn – openness to acquire technical knowledge;
- Good communication and empathy – experience or aptitude for customer-facing roles;
- Organization and attention to detail, especially in analyzing and forwarding information.
Benefits
- Fixed 14th and 15th salaries;
- Profit-sharing/Performance-based participation (according to seniority);
- Health and dental plans with no co-payment;
- Wellness programs via Wellhub (formerly Gympass), including nutrition, psychology, occupational health, massage, running group and local gym;
- Meal and grocery vouchers with flexible percentage allocation between VA/VR cards, no co-payment;
- Extended maternity and paternity leave;
- Childcare or nanny allowance for children up to 6 years and 11 months;
- Allowance for children with disabilities, with no age limit;
- Life insurance;
- Private pension plan up to 7% of salary;
- Training platform – Sicredi Aprende, offering a variety of courses;
- 40-hour workweek – using a time bank system;
- Remote work allowance (except for positions with 100% on-site presence).
Job title
Job type
Experience level
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Degree requirement
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