• Performs routine healthcare information system and application support • Utilizes analytical skills and experiences to investigate or escalate support issues • Resolves incidents and services requests • Assists in the creation and maintenance of training documentation • Incorporates appropriate presentation techniques to support and/or lead training sessions • Researches, analyzes and makes recommendations for application workflow improvements • Creates and analyzes reports created using multiple reporting mechanisms • Gathers, analyzes, designs, develops, modifies, tests, implements, evaluates, and maintains information technologies to support business needs • Promotes and participates in a team approach • Works with other departments and outside vendors • Comfortable managing change with excellent problem solving skills • Time management and prioritization of tasks on a daily basis • Proficient verbal and written communication required • Positive attitude and excellent customer service skills are expected • Ability to communicate diplomatically across integrated teams • Good interpersonal skills • Proficiency with software such as word processing, spreadsheets, databases, and presentation software required

• Atender clientes via chat da plataforma, WhatsApp e reuniões pelo Google Meet; • Responder dúvidas relacionadas aos módulos da plataforma, como OZmap, OZmob, OZloc, OZconverter, entre outros; • Dominar as documentações e artigos internos; • Realizar reuniões com clientes via Google Meet, principalmente em situações mais complexas; • Escalonar demandas e coordenar alinhamentos internos com outros times; • Executar atividades secundárias em momentos de menor demanda, de acordo com afinidades do colaborador(a), como traduções, relatórios e atividades correlatas.

• Respond to client-opened support tickets, providing clear and assertive guidance and direction. • Perform preventive maintenance and corrective actions for Dedalus Healthcare products related to processes. • Provide solutions to improve the client's daily operations. • Install software and hardware and perform performance analyses as needed. • Investigate issues and system defects and apply fixes, workarounds, or other reconciliation techniques. • Provide application training to users and remain continuously updated on the system. • Negotiate resolutions that are satisfactory to end users at various levels (technical, operational, and all management levels). • Develop configuration and operation manuals related to various Dedalus Healthcare products. • Clarify questions, adjust processes, and correct operational and system errors to ensure proper functioning within the contracted scope, among other tasks.

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales • Responding to support tickets and identifying their issues • Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem • Solving complex tickets with tools like SQL • Making video recordings of solutions for customers to have them watch • Jumping on the phone with customers to debug issues • Identifying common questions that should have a knowledge base article and helping us create that article • Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)