This is a fully remote position, open to applicants in Brazil.

• Implement client systems, which includes installation, configuration, and testing.

• Facilitate training and refresher sessions on system utilization.

• Test implementation modules and features prior to release and deployment.

• Manage documentation resulting from the implementation processes.

• Provide technical assistance via phone, email, chat, and corporate WhatsApp.

• Prioritize support requests based on urgency criteria.

• Open and track support tickets, documenting system requests, defects, and recurring issues.

• Address complex incidents and escalate to other teams when necessary.

• Offer technical support to partner resellers.

• Collaborate with internal teams to resolve requests and conduct training sessions.

• Assist the Sales team with the technical analysis of public tenders.

• Engage in proof-of-concept (POC) projects, validating tender requirements against system capabilities.

• Identify opportunities to enhance implementation and support procedures.

• Visit clients to assess their engagement and satisfaction levels.

• Participate in on-call rotations during emergency situations.

• Proficient knowledge of computer systems, including Windows and Linux environments.

• A proactive approach to identifying and resolving issues while ensuring customer satisfaction.

• Excellent verbal and written communication abilities.

• A minimum of three years of experience in technical support and customer service.

• Willingness and availability to travel as required.

• An undergraduate degree or a technical qualification is preferred.

• Food allowance.

• Meal allowance.

• Sesi Telemedicine services.

• Unimed health insurance coverage.

• BB Dental dental plan.

• Access to partner benefits from CDL, SESI, and SESC.

• Educational partnerships and associated discounts.

• Courses available on the Alura platform.

• TotalPass access.

• Mediquo services.

Support and Implementation Analyst

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