Support and Implementation Analyst
Inovadora Sistemas
full-time
Posted on:
Location Type: Remote
Location: Remote • Brasil
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Linux
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
WindowsLinuxtechnical supportsystem implementationsystem configurationsystem testingticketing systemsRFP analysisPOC participationdocumentation management
Soft skills
proactivityproblem-solvingcustomer satisfactionverbal communicationwritten communicationcollaborationtime managementattention to detailtraining deliveryincident management