Analytics Platform Analyst responsible for implementation and consistency of analytics and reporting technology across digital platforms at Nuuly. Collaborating with engineering teams to ensure data integrity and accurate reporting.
About the role
- Handling ATMManager network operations and ensuring client satisfaction through effective communication in Brazil. Supporting technical operations for equipment availability and incident reporting.
Responsibilities
- Monitor and prioritize support for ATMManager networks through interaction with other areas to ensure customer satisfaction and delivery of results as agreed.
- Monitor the availability of ATMManager networks using the availability monitoring dashboard to ensure compliance with SLAs contracted with financial institutions.
- Open tickets through Tecban's system for technical support.
- Send informational reports on equipment outages based on the tools and systems used for data management to update the client within the stipulated timeframe.
- Populate equipment information and history in internal (Tecban) and external (client) systems to update the current status of the service.
- Send remote commands via the bank's system to unavailable equipment in order to resolve outages quickly, avoiding the need for on-site technical visits.
- Interface with and activate internal and external chains (manufacturers) to prioritize technical support and ensure parts availability.
- Maintain communication with the client via email and phone to support their needs as they arise and keep them informed about equipment handling.
- Request recalculations of undue unavailability from the Performance Management area by email, sending evidence that the issue is unfounded, with the aim of assessing network availability considering the actual impacts.
- Develop studies of critical and isolated problems through data analysis to support decision-making and the creation of action plans.
Requirements
- Education: currently enrolled in a Bachelor's degree in Business Administration, Engineering, Economics, or related fields.
- Knowledge of Excel (intermediate level).
- Experience in customer relations (banks or merchants) is a plus.
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