Join Centorrino Technologies: Innovate, Grow, and Thrive with Us! At Centorrino Technologies (CT), we’re more than just tech, we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work 2024-2025 and one of Australia’s Best Medium Workplaces 2025, with an outstanding eNPS score of 68. We’re growing fast and on a mission to redefine the customer experience across Australia and New Zealand. Now, we’re looking for a Service Desk Analyst to join our Service Continuity team in Perth, someone who brings energy, accountability, and a genuine passion for helping people. As part of the Service Continuity Service Desk team, your focus is to keep services running smoothly and ensure work is ready for a clean handover into the next business day. This is an entry-level role, so we’re focused on attitude, reliability, and how you work, not years of experience.

• Monitorar e auditar atendimentos em todos os canais (chat, e-mail, telefone, redes sociais), garantindo aderência aos padrões de qualidade e excelência. • Analisar o comportamento do atendente durante a interação com o cliente, gerando insights sobre performance e identificando tendências de erros e oportunidades de melhoria. • Desenvolver feedbacks estruturados e planos de ação para aprimorar a performance individual e coletiva do time de atendimento. • Acompanhar métricas de desempenho e elaborar relatórios para a gestão, mostrando resultados e propondo melhorias. • Apoiar o treinamento da equipe, atualizando materiais de capacitação para garantir que todos conheçam e sigam os padrões de qualidade. • Traduzir a voz do cliente em melhorias de processos e produtos, fortalecendo a cultura de qualidade e experiência do cliente. • Atuar na melhoria de processos, colaborando na criação e atualização de procedimentos e scripts de atendimento. • Acompanha as atualizações nas ferramentas de apoio e garantir que a equipe esteja utilizando-as corretamente.

• Manage a high-volume portfolio of long-tail customers across DACH and Europe • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community) • Prioritize actions using health scores, usage data, and system-driven signals • Serve as the primary point of contact for transactional, lower-touch customer interactions • Support structured renewal processes for long-tail accounts • Identify churn risks early using data signals and usage trends, and execute predefined mitigation actions • Collaborate with Sales and Account Management on commercial actions when needed • Design and support scalable training formats (group sessions, tutorials, playbooks) • Maintain and improve self-service and knowledge resources • Enable customers to independently operate the platform • Analyze product usage, engagement signals, and support trends to identify patterns • Monitor dashboards and customer data to flag risks, gaps, or opportunities at scale • Contribute insights to improve health scoring, segmentation, and reporting • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements • Execute data validation and cleanup tasks within structured workflows • Maintain high data quality standards in Salesforce, including: • Account and opportunity hygiene • Correct product, SKU, and entitlement mapping • Accurate renewal dates, ACV, and contract term

• Configurar, otimizar e monitorar campanhas em Mercado Livre Ads, Shopee Ads e Amazon Ads • Gerenciar orçamentos, ajustar lances, segmentações e posicionamentos em tempo real • Executar testes A/B de criativos, palavras-chave e produtos patrocinados • Gerar relatórios de performance e insights semanais para os gestores de conta