Senior Systems Support Analyst

Description

**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 operating 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 open to learning and acknowledging our mistakes. We value knowledge and the exchange of perspectives, recognizing that results are achieved collectively. Our leaders consistently 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 promote 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 within NEXDOM systems. * Clarify questions regarding system functionalities. * Suggest and discuss improvements to workflows and processes with the team and coordination. * Maintain active communication during support interactions (chat, e\-mail, phone, etc.). * Reclassify incident severity and type when necessary. * Fully document resolutions and progress of support tickets. * Base support actions on incident evidence to ensure accurate resolution. * Contribute to maintaining the knowledge base and knowledge management practices. * 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 user experience. * Demonstrate active listening and focus on problem resolution. * Develop or execute related tasks 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. * Perform duties under 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 escalate them to the appropriate department. * Respond to requests promptly, prioritizing customer satisfaction. * Create and maintain a knowledge base by analyzing processes and proposing improvements. * Collaborate with resolution teams for joint handling of issues. * Analyze and assess requests to ensure proper resolution or appropriate 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 ticketing 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 your dependents (no monthly fee); * Dental insurance plan for you and your dependents (no monthly fee); * Meal/food allowance; * Totalpass; * Emotional well-being program for you and your dependents; * Life insurance; * Birthday day off; * Tuition assistance; * Remote work allowance; * Transportation allowance; * Parking allowance; * Flexible hybrid or remote work arrangements. **And more:** * A relaxed and friendly work environment; * A culture focused on Innovation, Excellence, Commitment, and Teamwork; A 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 we are, the better. If you are participating or planning to participate in our recruitment process, please access the **Candidate Privacy Notice** to learn 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, enabling greater agility and efficiency to deliver 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 as a result, we are now **the market leader in ERP solutions for Unimed operator management**, serving over 130 singular and federated entities and 6.5 million beneficiaries. Here, we foster a healthy work environment with a strong focus on people — and to complete this team, we’re missing only you! Learn all about us: https://www.instagram.com/nexdomhealthtech/ If you are participating or planning to participate in our recruitment process, please access the **Candidate Privacy Notice** to learn how we handle your information transparently and responsibly.