**Nice to meet you — we are NEXDOM Healthtech** Are you ready to join a company that drives innovation and quality in health insurance operator management, offers a comprehensive benefits package, a professional development plan, and has been in the market for over 20 years? Here, our commitment is to create a positive and sustainable environment! And far more than delivering innovative solutions, we aim to be part of great dreams that generate value for everyone. We are always willing to learn and acknowledge our mistakes. We value knowledge and the exchange of perspectives, recognizing that results are achieved collectively. Our leaders daily encourage creativity and the continuous pursuit of ideas and solutions that transform our products, services, and processes — strengthening our culture of excellence! We are \#remotefirst! We encourage geographic freedom so you can work from anywhere, enjoying greater flexibility and quality in your routine — all while achieving outstanding results together. Our mission is to drive innovation and quality in health insurance operator management! And to complete this team, we’re missing only **you!** **Responsibilities and duties** * Provide support in identifying and resolving incidents and/or problems in NEXDOM systems. * Clarify questions regarding system functionalities. * Suggest and discuss workflow and process improvements with the team and coordination. * Maintain active communication during support interactions (chat, e\-mail, phone, etc.). * Reassign incident severity and ticket type when necessary. * Fully document resolutions and progress of tickets. * Base support actions on incident evidence to ensure accurate resolution. * Contribute to maintaining the knowledge base and knowledge management. * Comply with and propose improvements to internal workflows and guidelines. * Share knowledge with the team to foster collaborative work. * Deliver courteous and empathetic support, promoting a positive experience. * Demonstrate active listening and focus on problem resolution. * Develop or execute related activities as directed by supervisors. * Receive and guide new analysts through the onboarding process. * Manage incident and request resolution with increased autonomy. * Align with service\-desk best practices. * Execute responsibilities with periodic guidance and limited supervision. * Stay updated on procedures, trainings, and certifications relevant to the area. * Perform ticket triage and diagnosis. * Document solutions in tickets to facilitate future searches. * Handle tickets within SLA timelines or route them to the appropriate department. * Respond to requests promptly, focusing on customer satisfaction. * Create and maintain a knowledge base by analyzing processes and proposing improvements. * Interact with resolution teams for joint handling. * Analyze and assess requests to ensure proper resolution or escalation. **Requirements and qualifications** * Bachelor’s degree completed in Information Systems, Computer Engineering, Information Technology, or related fields. * 2–5 years of experience in technical support and system assistance. * Intermediate knowledge of databases, networks, and operating systems. * Familiarity with ticket management tools. **Additional information** **Preferred qualifications:** * Knowledge of NEXDOM systems * Familiarity with health insurance operator processes. * Strong communication skills with end users. * Ability to analyze and resolve more complex technical problems **Benefits of working at NEXDOM:** * Health insurance plan for you and dependents (no monthly fee); * Dental insurance plan for you and dependents (no monthly fee); * Meal allowance/food voucher; * Totalpass; * Emotional wellness program for you and your dependents; * Life insurance; * Birthday day off; * Tuition assistance; * Remote work allowance; * Transportation voucher; * Parking allowance; * Flexible hybrid or remote work options. **And more:** * Lighthearted and relaxed work environment; * Culture focused on Innovation, Excellence, Commitment, and Teamwork; Rapidly growing company. * At NEXDOM, we value Diversity, Equity, and Inclusion. All our opportunities are open to people with disabilities, LGBTQIAP\+, Black individuals, and people from diverse cultures and age groups. The more diverse, the better. If you are currently participating in, or will soon participate in, our selection process, please access the **Candidate Privacy Notice** to understand how we handle your information transparently and responsibly. **It’s time for you to get to know NEXDOM Healthtech!** We are NEXDOM Healthtech! A company with the **purpose of transforming health insurance management through technology and innovation — driving greater agility and efficiency to enable simple, secure, and effective operations for our clients and millions of beneficiaries.** Our journey began with the creation of the Sinergia ERP Project, where six major Unimed companies connected to integrate solutions developed specifically for health insurance operations. Today, the Sinergia ERP Project has evolved — and with this evolution, we are now **leaders in providing ERP solutions for Unimed operator management**, serving over 130 singulars and federations, and more than 6.5 million beneficiaries. Here, we foster a healthy work environment focused on people — but to complete this team, we’re still missing **you!** Learn everything about us: https://www.instagram.com/nexdomhealthtech/ If you are currently participating in, or will soon participate in, our selection process, please access the **Candidate Privacy Notice** to understand how we handle your information transparently and responsibly.
João Silva
Indeed · HR
João Silva
Indeed · HR
