About this role
Role Overview
- Analyze and diagnose incidents and/or clarify issues raised via phone calls, online support through the Client Portal, and remote access, ensuring response within Pixeon's SLA;
- Document and create knowledge base articles based on frequent questions or issues encountered in Pixeon products;
- Provide customer service with empathy and excellence, aiming to ensure Pixeon client satisfaction;
- Identify improvement opportunities in client workflows or product usage within customer environments;
- Participate in cross-functional meetings to contribute technical expertise;
- Share knowledge through trainings, workshops, and Q&A sessions for internal teams and/or clients, via in-person or remote meetings and recorded e-learning sessions;
- Assist the team with complex tasks that require advanced technical guidance;
- Perform on-site technical support visits to resolve incidents;
- Support the team leader in client crisis management, ensuring execution of technical actions;
- Prepare technical reports and documentation related to support activities.
Requirements
- IT infrastructure;
- Databases;
- Health technology and knowledge related to clinical, hospital, and laboratory workflows;
- Pixeon products and solutions.
Benefits
- Continuous updates and training on Pixeon products and solutions
- Trainings and workshops for professional development
- Collaborative and inclusive work environment
- Flexible working hours