Support and Implementation Analyst – Hospital Systems

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

📋 Description

• Deploy systems at client locations, ensuring the installation, configuration, testing, and operational readiness of the agreed-upon modules.

• Deliver initial and refresher training on system utilization, managing the entire process from start to finish.

• Test implementation modules and features prior to the release and deployment of new versions.

• Oversee implementation documentation, validating and securing signatures on terms and reports.

• Offer technical support to clients through phone, email, chat, and corporate WhatsApp.

• Prioritize support requests based on their urgency levels.

• Create and document tickets, recording requests, defects, and system issues, while forwarding incidents to other departments.

• Monitor ticket status and ensure client responses are provided within agreed timeframes.

• Resolve complex incidents, escalating them when necessary.

• Provide technical assistance to partner resellers.

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

• Assist the commercial/sales team with technical analysis of tender documents (RFPs), opportunities, and gaps.

• Engage in POCs, analyzing and validating requirements in tender documents.

• Identify opportunities to enhance implementation and support processes.

• Conduct client visits to assess interaction and satisfaction with the solutions.

• Be available for emergencies and as needed.

⛳️ Requirements

• Excellent verbal and written communication skills.

• Knowledge or experience with the regulations, manuals, and programs of the Brazilian Ministry of Health and ANS (National Supplementary Health Agency).

• Bachelor's degree.

• Willingness to travel.

• Must reside in Santa Catarina.

🏝️ Benefits

• Pharmacy discount plan.

• Food allowance.

• Meal voucher.

• SESI telemedicine.

• Unimed health plan.

• BB DENTAL (dental plan).

• Access to Alura training platform courses.

• Educational partnerships.

• Access to CDL, SESI, and SESC partnership benefits.

• TotalPass.

• Mediquo (telemedicine).