As a support technician at NEXDOM Healthtech, assist clients with technical inquiries and enhance service processes. Collaborate with teams to document solutions and maintain client satisfaction.
About the role
- Junior Support Analyst providing customer support for Proesc's system. Engage with customers to resolve queries and improve user satisfaction while collaborating with internal teams.
Responsibilities
- Respond to customer requests in real time, ensuring efficient and courteous communication.
- Log and categorize tickets in Zendesk, prioritizing and escalating requests as needed.
- Provide low- and medium-complexity solutions, such as guidance on platform usage and resolution of common questions.
- Monitor open tickets to ensure updates and resolutions are provided within established SLAs.
- Collaborate with Tier 2 (N2) and Tier 3 (N3) teams to route more technical or complex issues, following up until final resolution.
- Share feedback and insights gathered from support interactions to help improve processes and platform features.
- Participate in training to enhance technical knowledge and service quality.
Requirements
- Experience in customer service, preferably in technical support or SaaS environments.
- Basic familiarity with support tools such as Zendesk (or willingness to learn quickly).
- Clear verbal and written communication skills.
- High school diploma (currently enrolled in higher education is a plus).
- Ability to organize and prioritize tasks in a dynamic environment.
- Empathy and customer focus, with attention to the specific needs of public and private schools.
- Comfortable using technology tools and troubleshooting basic issues.
- Previous experience in the education sector or with SaaS platforms is a plus.
- Basic knowledge of ticket management practices, such as ITIL.
- Familiarity with terminology and processes related to educational institutions, such as academic and financial administration.
- Knowledge of databases (PostgreSQL) for queries and diagnostics.
Benefits
- CAJU multi-solution card;
- Health partners for Proescker: Conexa Saúde, Wellhub (Gympass), and Macapá Health Clinics;
- Amil Health and Dental plan;
- In-house psychological support;
- Proesc career plan with Technical and Leadership tracks.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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