Support and Implementation Analyst - Esteio - RS

Description

Job Summary: The professional will act as a bridge between the client and Inovadora, translating expectations into solutions and adding value to the partnership by performing implementations, training, and technical support. Key Highlights: 1. Act as a bridge between the client and the company to deliver effective solutions. 2. Implement, train, and provide technical support for healthcare systems. 3. Promote customer satisfaction in the healthcare software domain. **Who We Are:** We are Inovadora — one of Brazil's leading software companies in healthcare and social assistance. We believe in innovation and technology, but true innovation stems from hard work and challenging the impossible. We aim to grow — as a company, as a team, and as individuals. **Your Mission Will Be:** To serve as the bridge between the client and Inovadora, translating their expectations into solutions that resolve their pain points and add value to this partnership. **What You’ll Do:** * Implement our systems at client sites, ensuring installation, configuration, and testing processes are executed properly and that clients can successfully operate the contracted modules; * Conduct training and refresher sessions for clients on using our systems, taking full ownership of the end-to-end process; * Test implementation modules and features offered by each system version before release and deployment; * Manage documentation generated during implementations, ensuring all agreements, reports, and other documents are validated and signed, thereby confirming service delivery; * Provide technical support — from basic to advanced — to Inovadora’s clients via phone, e-mail, chat, or corporate WhatsApp, identifying issues encountered and assisting in their resolution; * Log support tickets for all interactions, documenting client requests, system defects, and flaws in detail, and escalating those requiring assistance from other departments; * Monitor open tickets to ensure clients receive timely responses within agreed-upon deadlines; * Provide technical support to Inovadora’s partner resellers, answering questions regarding system implementation and usage; * Visit clients onsite to closely monitor their interaction with and satisfaction regarding our solutions. **How You’ll Do It:** * Assume responsibilities aligned with the department’s plan; * Understand the business and increasingly grasp the interdependencies among relevant variables; * Make operational decisions without clear precedents, understanding the impact of your actions on your team and stakeholders with whom you interact most frequently; * Receive prioritized responsibilities and seek guidance and support when necessary; * Deliver outputs of varying complexity, predominantly simpler and standardized ones; * Deliver high-quality results even when requiring extra effort. **Requirements:** * Basic computer literacy (Windows and Linux); * Proactivity in identifying and resolving issues, ensuring customer satisfaction; * Completed or ongoing undergraduate degree (a plus); * Strong verbal and written communication skills.