This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Analista de Suporte Sistemas Pleno in Brazil.
This role is part of a dynamic and collaborative technology environment focused on delivering high-quality support for critical systems used in healthcare operations. The professional will act as a key point of contact for incident resolution, ensuring system stability, user satisfaction, and continuous improvement of service processes. Working in a remote-first culture, you will interact closely with users and internal technical teams to diagnose issues, manage tickets, and drive effective solutions. The position also plays an important role in strengthening knowledge management and improving support workflows. It is ideal for someone who enjoys problem-solving, customer interaction, and technical troubleshooting in a fast-paced and mission-driven context.
Accountabilities:
- Provide technical support for identifying, diagnosing, and resolving incidents and system issues, ensuring adherence to SLA and service quality standards.
- Clarify user doubts regarding system functionalities while maintaining clear, empathetic, and proactive communication across support channels (chat, email, phone, etc.).
- Perform triage, classification, and reclassification of tickets based on severity and type, ensuring accurate routing and prioritization.
- Document resolutions and system interactions thoroughly in ticketing tools to support knowledge sharing and future reference.
- Collaborate with internal teams to analyze recurring issues, propose improvements, and contribute to workflow and process optimization.
- Maintain and enhance the knowledge base, supporting onboarding, training, and continuous learning for the support team.
- Support incident resolution efforts with increasing autonomy, including interaction with other technical areas when needed.
Requirements:
- Completed degree in Information Systems, Computer Engineering, Information Technology, or related fields.
- 2 to 5 years of experience in technical support or system support environments.
- Intermediate knowledge of databases, operating systems, and computer networks.
- Experience using ticketing and IT service management tools (Service Desk systems).
- Strong communication skills with the ability to provide clear and user-focused support.
- Analytical mindset with solid problem-solving skills for handling more complex technical issues.
- Familiarity with healthcare system environments (such as health plan operations) is a plus.
- Knowledge of the NEXDOM systems will be considered a strong differential.
Benefits:
- Comprehensive health and dental plans for employees and dependents (no monthly fee).
- Meal or food allowance.
- Life insurance coverage.
- Emotional health and wellness programs for employees and dependents.
- TotalPass access.
- Home office support allowance and flexible work arrangements (remote or hybrid).
- Transportation and parking assistance where applicable.
- Birthday day off.
- Education and training support, including scholarships and development programs.
- Inclusive, collaborative, and innovation-driven work culture focused on teamwork and continuous improvement.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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