Account analyst responsible for classification and analysis of accounts at Atlântico. Involves preparation of financial statements and ensuring compliance with regulations.
About the role
- Support Analyst involved in the operational assistance of platforms at VOLL. Aiming to streamline mobility and corporate travel solutions.
Responsibilities
- Platform maintenance and operational support
- Assist in the configuration, maintenance, and operation of platforms used by the Customer Directorate (Zendesk, 55PBX, CONCIEX and other support tools).
- Perform operational adjustments in the platforms, such as creating and updating tickets, users, queues, and basic settings.
- Monitor the performance of the tools, identify instabilities, and contact the appropriate support channels when necessary.
- Assist in configuring and maintaining customer service channels integrated with the platforms (email, chat, telephony, and messaging).
- Monitor the operation of integrations between systems, reporting failures or inconsistencies.
- Monitor ticket queues and contribute to meeting Service Level Agreements (SLAs).
- Ensure correct creation, categorization, and routing of tickets according to established processes.
- Support the management of service priorities together with operational teams.
- Assist in maintaining workflows, automation rules, triggers, and filters in the platforms.
- Make operational adjustments to forms, custom fields, and routing configurations.
- Create, update, and deactivate user access for the platforms under the team's responsibility.
- Ensure compliance with internal data security policies and access permission guidelines.
- Provide first-level support to agents and staff of the Customer Directorate in the use of the platforms.
- Assist in preparing support materials, operational guides, and basic training for new users.
- Support the creation and updating of articles in the platforms' knowledge base.
- Contribute to the organization and standardization of self-help content.
- Track operational metrics of the platforms and report inconsistencies or improvement opportunities to leadership.
- Support data extraction and organization to feed management reports and dashboards.
Requirements
- Technical or university degree in progress (Information Technology, Information Systems, Business Administration, or related fields).
- Basic knowledge of customer service platforms and CRM, preferably Zendesk.
- Familiarity with Microsoft Office / Google Workspace.
- Analytical, organized, and detail-oriented.
- Good communication skills to interact with different teams.
- Previous experience with telephony tools (such as 55PBX or similar) and/or messaging platforms.
- Basic to intermediate English or Spanish.
- Experience or interest in the corporate travel sector.
- Basic understanding of automations and system integrations.
Benefits
- Meal/food allowance on the Flash card;
- SulAmérica medical and dental plans;
- Total Pass;
- Home office allowance on the Flash card;
- Mental health support (VOLL Care);
- Education assistance through VOLL Education;
- Group life insurance;
- 6-month maternity leave;
- 30-day paternity leave (Our parental leave policy equally applies to same-sex couples).;
- Paid vacation after 6 months;
- Day off.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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