Senior Support Analyst

Description

Job Summary: The Customer Service Analyst plans and analyzes KPIs, guides the team, and proposes solutions to ensure correct procedure execution. Key Highlights: 1. Ticket analysis and resolution with focus on correct procedure execution. 2. Customer support and guidance through various channels. 3. Proficiency in technical tools such as Figma, Microsip, and Anydesk. The Customer Service Analyst is responsible for planning and analyzing KPIs to guide the customer service team, aiming to propose and evaluate solutions; they focus on analyzing opened tickets to ensure correct procedure execution. 01\. Ticket analysis and resolution; 02\. Conducting meetings with customers to provide support and guidance; 03\. Remote access via Anydesk and TeamViewer, when necessary; 04\. Providing support via email, phone, Acelerato, and internal chat; 05\. Escalating issues to Level 2 and Level 3 teams when required; 06\. Tracking tickets with other teams to provide feedback to the end customer; 07\. Generating customer service reports. **08\. Using the PSD tool:** schedule transfers, user creation, data restoration, flags, timeline management, schedule blocking, network management, patient registration, and certificate activation; 09\. Handling highly complex technical requests involving integration-based communications; 10\. Proficiency in Figma, Microsip, and Anydesk; 11\. Quoting development of forms; 12\. Visual identity implementation.