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Job Function: Legal & Compliance
Job Sub Function: Health Care Compliance
Job Category:Professional
All Job Posting Locations:Bogotá, Distrito Capital, Colombia, Mexico City, Mexico, São Paulo, Brazil
Job Description:The Customer & Process Support Analyst is responsible for delivering high-quality support to internal users, managing operational processes end-to-end, and collaborating with global stakeholders to ensure efficient issue resolution and continuous improvement. This role focuses on ticket management, process understanding, data insights, and enhancing the overall user experience.
Responsibilities- Manage, prioritize, and resolve user support tickets across systems and processes.
- Provide clear, accurate guidance to users on tool navigation, functionality, and best practices.
- Conduct initial troubleshooting and escalate complex cases to the appropriate teams.
- Develop a strong understanding of end-to-end operational processes ideal in compliance proceedings.
- Stay informed about system updates, process changes, and tool enhancements.
- Document recurring issues, create FAQs, and support preparation of training materials.
- Collaborate with cross-functional, regional, and global teams to resolve issues effectively.
- Build and maintain strong stakeholder relationships to streamline communication and escalation paths.
- Analyze ticket trends and operational data to identify root causes and improvement opportunities for the HCC area.
- Recommend process optimizations, automations, and enhancements based on insights and user feedback to improve HCC area.
- Contribute ideas to improve tools, processes, and overall user experience.
Requirements- Bachelor's Degree
- Experience in customer support, user operations, shared services, or similar roles.
- Strong communication skills with the ability to work across diverse stakeholder groups.
- Ability to manage tickets, multitask, prioritize work, and take full ownership of tasks.
- Analytical mindset with the ability to identify patterns and propose improvements.
- Professional maturity, attention to detail, and a proactive, problem-solving approach.
- Global mindset and ability to understand end-to-end processes.
- Advanced English (written and spoken) for global collaboration.
Required Skills: Preferred Skills:Action-Oriented, Business Behavior, Business Process Design, Complaints Investigation, Compliance Management, Controls Compliance, Critical Thinking, Detail-Oriented, Execution Focus, Governance Risk and Compliance (GRC) Platforms, Healthcare Industry, Health Care Regulation, Internal Auditing, Legal Services, Medical Compliance, Operational Excellence, Process Improvements
