Mid-Level Customer Support Analyst

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Role: Mid-Level Customer Support Analyst

Your day at NTT DATA

NTT DATA Inc. is a multinational technology company that integrates, among its services, software development, security, cloud, and primarily, IT infrastructure. According to Great Place to Work, we are among the best technology companies to work for in Brazil. We have an inclusive work culture and highly value the freedom to improve processes, flexibility, and respect for people!

So that together we can do great things, NTT DATA Inc. believes in and supports diversity in its entirety. Therefore, our company is open to everyone, regardless of disability, gender, sexual orientation, race, ethnicity, age, origin, or appearance. #HereYouCan

What You'll Be Doing

We are looking for a Mid-Level Customer Support Analyst to act as the primary point of contact between clients and internal teams, ensuring operational excellence, SLA compliance, and end-to-end demand management.

This position is ideal for those with experience in customer operations, service delivery, client services, or customer operations, with a strong focus on process management, stakeholder relationship management, and operational governance.

Working Hours: Business Hours

Work Model: Hybrid | Morumbi/SP

What will be your responsibilities?

• Act as the primary point of contact for corporate clients, ensuring clear communication and continuous alignment.
• Manage operational demands end-to-end, ensuring visibility, follow-up, and resolution.
• Coordinate the interaction between clients, internal teams, and partners involved in service delivery.
• Monitor performance indicators, SLAs, and action plans related to operations.
• Follow up on processes related to orders, contracts, billing, and service deliveries.
• Manage requests, escalations, operational exceptions, and incident handling.
• Prepare reports, analyses, and executive presentations for results monitoring.
• Conduct operational follow-up and governance meetings with clients and stakeholders.
• Identify risks, deviations, and opportunities for continuous improvement.
• Ensure the quality of operational records, controls, and documentation.

What do we expect you to have?

• Experience in Customer Support, Client Services, Customer Operations, Service Delivery, Order Management, or related areas.
• Experience in the operational management of corporate clients (B2B).
• Experience with end-to-end process monitoring, including orders, contracts, and billing.
• Experience in monitoring indicators, KPIs, and SLAs.
• Experience in supporting commercial and customer operations areas.
• Analytical skills and a problem-solving oriented profile.
• Excellent verbal and written communication skills.
• Advanced English (mandatory).
• Proficiency in Excel and experience with ERP systems (SAP, Oracle, or similar).

Differentiators

• Experience in technology, telecommunications, or managed services companies.
• Knowledge of SAP, Salesforce, ServiceNow, or similar tools.
• Experience with contract management and corporate client operations.
• Knowledge of Power BI.
• Experience in global or multinational environments.

Important

• This is not an IT technical support position. We are looking for someone focused on customer operations, process management, stakeholder relationships, indicator monitoring, contracts, billing, and operational governance.

What do we offer?

• Hybrid Role
• CLT (Consolidação das Leis do Trabalho) employment model
• Your work equipment
• Transportation voucher
• Meal/Food voucher
• Home office allowance
• Health and dental plan for you and your family
• ✨ Group life insurance
• Annual Profit Sharing (PLR)
• Pharmacy discount
• Totalpass (gym membership discount)
• Maternity basket and extended paternity leave
• Birthday day off
• Opportunity to participate in social actions
• Education and training incentives
• An inclusive work culture, where together we do great things!

To understand how we process your personal data, please visit our Recruitment Privacy Notice.

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Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.