Support and Implementation Analyst
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Job Description
Analista de Suporte e Implantação acting as a bridge between clients and software solutions in healthcare sector. Ensuring successful system implementation and client satisfaction throughout.
Responsibilities:
- Implement our systems with clients, ensuring installation, configuration and testing are completed and that contracted modules can be operated successfully.
- Deliver trainings and refreshers on the use of our systems to clients, being responsible for the end-to-end process.
- Test implementation modules and the features included in each release before they are released and deployed.
- Manage deployment documentation, ensuring that all agreements, reports and other documents are validated and signed to confirm service delivery.
- Provide technical support, from basic to advanced levels, to Inovadora's clients via phone, email, chat or corporate WhatsApp, identifying issues and assisting with their resolution.
- Prioritize support requests by identifying the level of urgency according to pre-established criteria.
- Create tickets for your support interactions, recording detailed client requests as well as system defects and flaws, and routing those that require assistance from other areas.
- Monitor open tickets, ensuring the client receives updates on their requests within agreed timelines.
- Handle complex incidents, escalating them to other teams when necessary and ensuring they are resolved efficiently and within expected deadlines.
- Provide technical support to Inovadora's reseller partners, answering questions about implementation and the use of our systems.
- Collaborate with your team and other teams at Inovadora to resolve issues, clarify doubts and deliver trainings that help them understand and better use system features.
- Support the commercial team by performing technical analyses of RFPs/tender documents, identifying opportunities and gaps that could affect Inovadora's participation.
- Participate in POCs when necessary, analyzing and validating the requirements in the RFPs against what Inovadora's systems deliver.
- Identify opportunities in implementation and support processes, suggesting improvements and updates that can deliver greater value to the client.
- Visit clients to closely monitor their interaction and satisfaction with our solutions.
- Work on-call, intervening in client emergencies and/or when the company requires it.
Requirements:
- Knowledge of computer systems (Windows and Linux)
- Proactivity in identifying and resolving problems, ensuring customer satisfaction
- Verbal and written communication skills
- 3 years of experience in support and customer service
- Availability to travel
Benefits:
- Pharmacy discount program
- SESI telemedicine
- Unimed health plan
- BB Dental
- Access to benefits through CDL, SESI and SESC
- Educational partnerships
- Courses on the Alura platform
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