Pixeon

Mid-level Support Analyst

Pixeon

full-time

Posted on:

Location Type: Hybrid

Location: Feira de Santana • Brasil

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About the role

  • Analyze and diagnose incidents and/or clarify issues raised via phone calls, online support through the Client Portal, and remote access, ensuring response within Pixeon's SLA;
  • Document and create knowledge base articles based on frequent questions or issues encountered in Pixeon products;
  • Provide customer service with empathy and excellence, aiming to ensure Pixeon client satisfaction;
  • Identify improvement opportunities in client workflows or product usage within customer environments;
  • Participate in cross-functional meetings to contribute technical expertise;
  • Share knowledge through trainings, workshops, and Q&A sessions for internal teams and/or clients, via in-person or remote meetings and recorded e-learning sessions;
  • Assist the team with complex tasks that require advanced technical guidance;
  • Perform on-site technical support visits to resolve incidents;
  • Support the team leader in client crisis management, ensuring execution of technical actions;
  • Prepare technical reports and documentation related to support activities.

Requirements

  • IT infrastructure;
  • Databases;
  • Health technology and knowledge related to clinical, hospital, and laboratory workflows;
  • Pixeon products and solutions.
Benefits
  • Continuous updates and training on Pixeon products and solutions
  • Trainings and workshops for professional development
  • Collaborative and inclusive work environment
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT infrastructureDatabasestechnical supporttechnical documentationincident analysisknowledge base creationclient workflow improvementtechnical reportingremote access supportcustomer service
Soft Skills
empathyexcellence in customer servicecommunicationteam collaborationtrainingworkshop facilitationproblem-solvingcrisis managementtechnical guidanceclient satisfaction