Support Analyst – Systems (Mid-level)

NEXDOM healthtech

Support Analyst providing assistance and troubleshooting for NEXDOM systems with a focus on service excellence. Engaging with teams to improve processes and ensure effective communication.

Posted 5/29/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provide support in identifying and resolving incidents and/or problems in NEXDOM systems.
Clarify questions about system functionality.
Propose and discuss workflow and process improvements with the team and management.
Maintain active communication during support interactions (chat, email, phone, etc.).
Reclassify ticket severity and type when necessary.
Record complete solutions and the progress of tickets.
Act based on incident evidence to ensure accurate responses.
Contribute to maintaining the research library and knowledge management.
Follow and suggest improvements to internal processes and guidelines.
Share knowledge with the team to promote collaborative work.
Provide courteous and empathetic service to ensure a positive experience.
Demonstrate active listening and a focus on problem resolution.
Perform or develop related tasks as requested by the supervisor.
Receive and guide new analysts during onboarding.
Manage the resolution of incidents and requests with greater autonomy.
Align with service-desk best practices.
Execute assignments with periodic guidance and limited supervision.
Stay up to date with procedures, training, and certifications relevant to the area.
Triage and diagnose incoming tickets.
Document solutions in tickets to facilitate future searches.
Handle tickets within SLA or route them to the appropriate team.
Respond to requests quickly with a focus on customer satisfaction.
Create and maintain a knowledge base, analyzing processes and proposing improvements.
Interact with resolver teams for joint issue handling.
Analyze and review requests to ensure proper resolution or escalation.

Requirements

What you’ll need

Bachelor's degree in Information Systems, Computer Engineering, Information Technology, or a related field (completed).
2–5 years of experience in technical support and system/customer support.
Intermediate knowledge of databases, networks, and operating systems.
Experience with ticketing or IT service management tools.

Benefits

Comp & perks

Health insurance for you and your dependents (no monthly cost)
Dental plan for you and your dependents (no monthly cost)
Meal/Food allowance
Totalpass
Emotional health program for you and your dependents
Life insurance
Day off during your birthday month
Tuition assistance / scholarship
Home office allowance
Transportation allowance
Parking allowance
Flexible hybrid or remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportsystem supportcustomer supportdatabasesnetworksoperating systemsticketing toolsIT service management

Soft Skills

communicationproblem resolutionactive listeningcollaborationcustomer satisfactionempathyworkflow improvementknowledge sharing

Certifications

Bachelor's degree in Information SystemsBachelor's degree in Computer EngineeringBachelor's degree in Information Technology