Premium Support Rep at Concord Technologies assisting healthcare customers with document exchange solutions. Focused on customer service and support using AI - driven technology in a hybrid work environment.
About the role
- Analista de Suporte Técnico Pleno implementing Smartspace's SaaS solutions and ensuring client satisfaction through technical operations and support.
Responsibilities
- Work on the implementation of Smartspace solutions, from configuration and parameterization through activation;
- Configure omnichannel customer service flows (IVR, bots, queues, and integrations with digital channels);
- Support clients and users during user acceptance testing and assisted operation;
- Document procedures, parameterizations and technical configurations;
- Collaborate with Product, Support and Customer Success teams;
- Produce manuals, playbooks and standardized technical procedures;
- Use automation tools and artificial intelligence to optimize deployments;
- Monitor risks, deadlines and quality, ensuring customer satisfaction.
Requirements
- Technical or university degree in IT, Information Systems, Computer Engineering or related fields;
- Experience in implementation and technical support of SaaS solutions or omnichannel platforms;
- Knowledge of API integrations, process automation and requirements analysis;
- Basic knowledge of SQL and database handling;
- Strong technical writing skills and clear, concise documentation;
- Knowledge of agile methodologies;
- Understanding of information security (LGPD, ISO 27001);
- Intermediate knowledge of networking.
- Preferred qualifications:
- Experience with platforms such as Zendesk, Genesys, n8n or similar;
- Knowledge of customer service automation, chatbots and CRM integrations;
- Experience with BI and dashboards (Power BI, Metabase);
- Experience with projects involving artificial intelligence applied to customer service;
- Certifications in CX, Agile, ITIL or LGPD.
Benefits
- Meal/Food Card
- Flexible Benefits Card
- Health Insurance
- Dental Plan
- MoveOn health and wellness incentive program
- Life Insurance
- Wellhub
- Birthday Day Off
- Corporate Education
- Bonus for achieving targets
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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