[Job- 26853] Senior Support Analyst, Brazil

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

We are looking for a Senior Support Analyst, for a major leader in the CPG industry. As a Support Analyst, you will address and resolve support requests for the client's digital platform in a fast-paced environment. English language is required.

Responsibilities:
- Respond to support requests, clarify questions from the client, and resolve incidents and service requests.
- Restore production operations through remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods.
- Keep the client informed about the lifecycle of the ticket, from opening to resolution, with clear communication on campaign impacts, timelines, and mitigation plans when incidents affect live experiences.
- Actively contribute to the improvement of the services provided by utilizing in-depth knowledge of the client's business.
- Prioritize and escalate critical situations, understanding the impacts on the business and ensuring resolution, particularly when issues affect ongoing or upcoming promotions, consumer experiences, or key campaign milestones.
- Promote client satisfaction by establishing a partnership and empathetic relationship with the reported issue.
- Prevent the reopening of support tickets by ensuring that incidents and requests are resolved efficiently, documenting root causes, workarounds, and how to.
- Collaborate with the support team by sharing knowledge and contributing to collective learning, including creating and maintaining knowledge base articles, runbooks, and best practices.
- Implement and optimize algorithms and automation processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency.
- Perform platform monitoring to ensure availability, performance, and correct behavior of digital platforms during promotional campaigns, proactively identifying and addressing anomalies before they impact end users.
- Work closely with stakeholders to ensure that all live promotions run smoothly and meet the success criteria defined during the inception phase, aligning support activities with expected business outcomes.

Requirements:
- Advanced English level
- Proficiency in Linux or Windows
- Knowledge of AWS and Azure cloud services.
- Basic understanding of SQL to execute queries and analyze data.
- Familiarity with API execution and understanding of technical documentation.
- Knowledge of programming languages, particularly with JavaScript.
- Strong analytical skills with the ability to communicate effectively with clients and team members.
- Adaptability: Willingness to learn and adapt to new tools and processes.
- Time Management: Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment.

#LI-LO1

Our benefits:

-Health and dental insurance
-Meal and food allowance
-Childcare assistance
-Extended paternity leave
-Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass;
-Profit Sharing and Results Participation (PLR);
-Life insurance
-Continuous learning platform (CI&T University);
-Discount club
-Free online platform dedicated to physical, mental, and overall well-being
-Pregnancy and responsible parenting course
-Partnerships with online learning platforms
-Language learning platform
And many more!

More details about our benefits here: https://ciandt.com/br/pt-br/carreiras

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.