Support Analyst – Mid-level

🕒 March 26

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GrupoSC Distribuidora de Medicamentos

WebsiteLinkedInAll Job Openings

10,000+ employees

💊 Pharmaceuticals

🤝 B2B

Pharmaceuticals • B2B

GrupoSC Distribuidora de Medicamentos is a Brazilian pharmaceutical distribution group comprising brands such as SantaCruz, Panpharma and Oncoprod that supplies medicines and medical products to pharmacies, clinics and hospitals across Brazil. The company operates an extensive logistics network (37 distribution centers), offers over 15,000 SKUs, serves tens of thousands of customers including 14,500 clinics and hospitals, and works with 150 suppliers to reach thousands of municipalities, focusing on wholesale distribution, indirect resale and digital channels while maintaining regulatory and data-privacy compliance.

📋 Description

• Provide support and maintenance for Zendesk, ensuring platform availability and performance • Receive, analyze and resolve incidents and requests related to the system • Configure and maintain triggers, automations, macros, workflows, forms and SLAs • Support internal users in using the tool and promote best practices • Identify root causes of recurring issues and propose technical and operational improvements • Support Zendesk integrations with other systems • Monitor operational KPIs (SLA, ticket volume, backlog, response time) • Document processes, configurations and procedures • Work closely with business units and technical teams on platform evolution

🎯 Requirements

• Proven experience as a Mid-level Analyst working in system support • Hands-on knowledge of Zendesk (administration or functional/technical support) • Experience in incident management and user support • Familiarity with ITIL or support best practices • Strong organizational skills, analytical ability and clear communication • Ability to work independently on medium-complexity tasks

🏖️ Benefits

• PDS (Performance Award for Outstanding Results) • Partnerships and discounts (SESC, universities, restaurants, leisure, cultural activities, etc.) • Learning and development platform and development programs • Pregnancy support program • Medical assistance (health insurance) • Dental assistance (dental insurance) • Life insurance • Transportation allowance (Vale Transporte) • Total Pass • Meal voucher or food allowance