Support Analyst, Systems — Mid-level

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🕒 July 8

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NEXDOM healthtech

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

Healthcare Insurance • SaaS • B2B

NEXDOM healthtech is a Brazilian health technology company that provides software and services to transform the management of health plans and operator operations, with a strong specialization in the Sistema Unimed ecosystem. Their solutions include health-plan administration, authorization and attendance workflows, SUS reimbursement processing, beneficiary and corporate portals, relationship and ombudsman management, business intelligence (DataHealth), negative letter handling, online health declarations, and a configurable business rules engine for fraud control and cost management. NEXDOM offers implementation and integration services aligned with ANS and Unimed Brasil regulations, positions itself as a market leader for Unimed customers, and focuses on agile, low-risk deployments and scalable, usage-based pricing.

📋 Description

• Provide support in identifying and resolving incidents and/or problems in NEXDOM systems. • Clarify questions about system functionalities. • Propose and discuss flow and process improvements with the team and coordination. • Maintain active communication during support interactions (chat, email, phone, etc.). • Reclassify ticket severity and type when necessary. • Record complete solutions and ticket progress. • Act based on incident evidence to provide effective support. • Contribute to maintaining the research library and knowledge management. • Adhere to and propose improvements to internal workflows and guidelines. • Share knowledge with the team, promoting collaborative work. • Provide courteous and empathetic service to promote a positive experience. • Demonstrate active listening and a focus on problem resolution. • Perform or carry out related activities as requested by a supervisor. • Receive and orient new analysts during the onboarding process. • Manage incident and request resolution with greater autonomy. • Be aligned with service desk best practices. • Execute assignments with periodic guidance and limited supervision. • Stay up to date with procedures, trainings, and certifications in the area. • Triage and diagnose incoming tickets. • Document solutions in tickets to facilitate future searches. • Handle tickets within SLA or route them to the appropriate team. • Respond to requests with agility and a focus on customer satisfaction. • Create and maintain the knowledge base, analyze processes and propose improvements. • Interact with resolving teams for joint handling. • Analyze and study requests to ensure appropriate resolution or escalation.

🎯 Requirements

• Bachelor's degree in Information Systems, Computer Engineering, Information Technology, or related fields. • 2 to 5 years of experience in technical support and systems support. • Intermediate knowledge of databases, networks, and operating systems. • Familiarity with ticket management tools.

🏖️ Benefits

• Health insurance for you and your dependents (no monthly premium 👀) • Dental plan for you and your dependents (no monthly premium 👀) • Meal/food allowance (Meal card) • Totalpass • Emotional health program for you and your dependents • Life insurance • Day off during your birthday month • Tuition assistance • Home office allowance • Transportation allowance • Parking allowance • Flexible hybrid or remote work options.