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.

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.

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).