Customer Support Analyst

Customer Support Analyst (Healthcare Management Software / Home Care)

Hope Solution — the technology company behind +Vidas (MaisVidas), a management platform used by Home Care operations, Caregivers, and Healthcare Cooperatives throughout Brazil.

📍 Rio de Janeiro – RJ · 🏢 Hybrid · 🕒 Monday to Friday, 9 AM to 6 PM · 💼 Junior or Mid-level · Full-time (CLT)

About the Role

We are looking for someone for our Customer Support team who is both an investigator and a communicator. Here, support isn't just about "opening and closing tickets": it's about truly understanding the client's operation, reproducing the issue, distinguishing between a simple question and a bug, and acting as the intelligence bridge between system users and developers.

+Vidas is a robust system covering everything from scheduling and shift rosters to billing, claim denials, payroll, prescriptions, and clinical assessments. You will master this ecosystem and help our clients get the most out of the platform.

What You Will Do

• Support clients via ticket, chat, and calls, listening and asking the right questions to understand the real need behind the inquiry.
• Reproduce scenarios in a test environment before classifying any issue, isolating variables (profile, permissions, configuration, specific data).
• Accurately classify each interaction: Is it a question (training)? A bug? A feature request? Or a case requiring a workaround to unblock the client immediately?
• Document bugs clearly and self-sufficiently for the development team (step-by-step, evidence, expected vs. actual behavior).
• Find alternative paths within the system to unblock the client without compromising data integrity.
• Turn recurring questions into help materials and identify patterns that lead to product improvements.

What We Expect From You

Essential

• Excellent written and verbal communication skills, with the ability to teach and translate technical concepts into client-friendly language.
• Logical reasoning and an investigative mindset: you enjoy understanding the root cause, not just working around the symptom.
• Organization and methodology: you follow a triage script, document everything, and don't rely on memory.
• Maturity to manage expectations with honesty and empathy.
• Willingness to deeply learn the system and our clients' business.

Plus Points (Not Required)

• Previous experience in software/SaaS support, especially management systems (ERP).
• Knowledge of the healthcare, home care, TISS billing, or hospital management sector.
• Familiarity with ticketing tools and knowledge bases.

What We Offer

• 📄 CLT employment contract (Brazilian formal employment).
• 🍽️ Meal allowance (VR).
• 💰 Salary negotiable — please include your salary expectation in your application.
• 🏢 Hybrid model, based in Rio de Janeiro – RJ.
• 🕒 Schedule: Monday to Friday, 9 AM to 6 PM.
• Opportunity to master a comprehensive product and grow alongside an expanding technology team.

📩 Interested? Send your resume with your salary expectation to [email protected].