Respond to internal areas via email, phone and WhatsApp
Plan and monitor service schedules related to field activities
Handle operational incidents, including higher-criticality requests and escalations from Level 1
Reopen tickets and follow up and update tickets as needed
Expedite and track tickets to ensure progress of requests
Follow up on overdue tickets, supporting the progress of requests
Interact with operational partners and internal teams to align and advance requests
Participate in operational meetings to monitor and align activities
Support analysis of operational information, such as equipment control and KPIs related to requests
Manage requests related to equipment movement and control
Assist with matters related to operational supplies
Perform registration and information update activities

High school diploma (completed)
Previous experience in a contact center/service center is a plus
Technical knowledge: Intermediate Excel skills
Intermediate computer skills (email, web navigation and use of systems)
Behavioral competencies: Agility in daily routines and tasks; Critical thinking for request analysis; Good communication (written and verbal); Proactivity; Ability to work in a team; Analytical mindset; Organization and attention to routines; Sense of responsibility and commitment to deadlines; Flexibility and openness to continuous learning; Ability to follow processes and support improvements

Backoffice Analyst, 2nd Level

Key skills