• Respond to clients through support channels (chat, email, ticketing system and, when necessary, phone or meetings); • Guide users on using the platform, its features and best practices; • Perform initial analysis of requests, quickly identifying the nature of the issue; • Resolve low-complexity requests using defined flows, documentation and playbooks; • Accurately log all interactions in the system, ensuring a complete history and traceability; • Classify and categorize tickets appropriately, prioritizing according to impact and urgency; • Escalate issues to Level 2 Support when necessary, providing clear context and complete information; • Contribute to the knowledge base (FAQs, articles and documentation improvements); • Support the identification of recurring problem patterns and share insights with the team; • Work with a focus on quality and speed, balancing ticket volume with customer experience; • Monitor performance indicators (CSAT, response time, SLA) with a focus on continuous improvement.

• Diagnose and resolve high-priority, complex technical issues • Conduct thorough root cause analysis of recurring issues • Ensure high ticket productivity while maintaining a minimal backlog • Manage and prioritize incidents and service requests using internal tools • Serve as the main escalation point for critical issues • Provide On Call support in rotation including weekends • Work with cross functional teams to drive resolution to critical customer issues

• Prestar suporte eficiente aos usuários, atendendo chamados e solicitações relacionados a falhas em sistemas. • Resolver problemas simples de hardware e software, como instalação de programas, configuração de dispositivos e diagnóstico de erros comuns. • Identificar quando um problema requer intervenção de um nível superior e seguir os procedimentos e protocolos estabelecidos para escalonamento e resolução, garantindo a continuidade dos serviços e o bom funcionamento dos sistemas. • Atendimento de chamados de Help desk de primeiro nível via Chat, WhatsApp e e-mail; • Realizar acesso remoto em momentos de necessidade com o cliente; • Realizar análises de tickets e dar a tratativa necessária até que o mesmo seja concluído; • Acompanhamento do cumprimento de SLA; • Instalação e configuração de softwares (Ex: VPN, Friday); • Ler documentação e saber procurar nas bases de conhecimento; • Atender no modelo de plantão;

Role Description Please note: This is a fully-remote position. The California Department of Public Health Center for Infectious Diseases Informatics Branch (IB) is recruiting for an Informatics Specialist IV to join an exciting team developing innovative solutions to strengthen CDPH’s public health data ecosystem. The incumbent will join the team leading the design and implementation of disease prevention and control activities related to reportable communicable diseases. Responsibilities will include the following: - Applying advanced professional public health informatics concepts and extensive knowledge of industry practices to projects of all levels of scope and complexity. - Leading project teams in developing innovative informatics and public health data collection, monitoring, management, and analysis systems. - Identifying and implementing strategies for integrating multiple data systems and improving existing public health surveillance data systems and infrastructure. - Conducting complex database design, data quality assurance, and quality improvement projects. - Developing protocols and guidelines and providing information and technical assistance to support local health jurisdiction and other CDPH program partners in data modernization. - Acting as a technical lead to other informaticists, epidemiologists, and data analysts. - Utilizing strong programming (R, SQL, and/or Python) and/or informatics knowledge to support data analysis, database design, and data quality assurance and quality improvement projects. - Interacting and collaborating with several multidisciplinary CDPH teams as well as other internal and external partners as they contribute to communicable disease projects. Company Description The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. - UCSF is a diverse community made of people with many skills and talents. - We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values. - UCSF is committed to equity in how we deliver care as well as our workforce. - We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.