**We are seeking a Support Box Analyst** **Job Objective** Provide first- and second-level support through the support mailbox, ensuring timely response, effective case tracking, appropriate escalations, and proposals for continuous improvement, with a focus on customer experience and adherence to service level agreements (SLAs). **Key Responsibilities** * Manage and resolve requests submitted via the support mailbox. * Track and close cases, ensuring traceability and SLA compliance. * Timely escalation of incidents or complex requests. * Propose improvements to support processes and tools. * Prepare management reports and performance metrics. * Coordinate with other departments to resolve cross-functional cases. **Technical Requirements** * Degree in Business Administration or related field, with knowledge of Technology areas. * Prior experience in help desks at brokerage firms or insurance companies. * Intermediate-level proficiency in **Excel**. * Proficiency in **Outlook** and ticket management tools. * Desirable knowledge of **SQL** for data analysis or traceability. **Key Competencies** * Teamwork and collaboration. * Proactivity and orientation toward continuous improvement. * Customer focus and service quality. * Strong writing and effective communication skills.