Support Coordinator

Tutor Doctor; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading tutoring service based in Brazil is seeking a Help Desk Support professional. The role involves managing customer KPIs, resolving support tickets, and providing assistance via live chat, email, and phone. Candidates should have 1-2 years' experience in Help Desk roles, exceptional communication skills, and a strong command of Microsoft Office. A positive attitude and the ability to thrive in a fast-paced environment are essential. This position offers a salary of $1,400/month.

Qualificações

• 1-2 years of experience with Help Desk support.
• Advanced English proficiency is required.
• Ability to multi-task and meet strict deadlines.

Responsabilidades

• Manage customer KPIs and ensure response promises are met.
• Resolve tickets flowing through the Help Desk.
• Provide live chat, email, and phone support.
• Enforce SLA times across departments.
• Manage the Help Desk and Knowledge Base.
• Assist in CRM development with the Product Owner team.

Conhecimentos

Help Desk support

Communication skills (written and oral)

Microsoft Office applications

Organizational skills

Collaboration and teamwork

Customer success focus

Adaptability in a fast-paced environment

Descrição da oferta de emprego

Job Description Pay : USD $1,400 / month

Hours : Monday-Friday 9 am to 5 pm EST

Non-negotiable Requirement : Advanced English

Ready to Apply? We value thoughtful applications over quick submissions. Please send a short introduction video to [e-mail]. Include any relevant experience or examples of your work that demonstrate your skills.

Alternatively, you will receive an automated email to prepare a one-way video interview as the first step of the hiring process.

KEY RESPONSIBILITIES

• Responsible for customer KPI’s and ensuring we are meeting our response promises
• Resolution of all tickets that flow through our Help Desk for all departments
• Responsible for live chat, email and phone support
• Enforcing SLA times with all departments
• Management of our Help Desk and Knowledge Base
• Assisting with the development of our CRM by working with the Product Owner team
• Collecting enhancement requirements from our franchisees and working with the Product Owner team for implementation
• Responsible for documentation of IT releases and training through webinars and video tutorials
• Collaborating with the Field Support Team to execute pre- and post-call responsibilities for the weekly Global Team Call
• Create reports as a result of data supplied on a weekly basis
• Responsible for leading and coordinating the weekly Company Huddles
• Other administrative / support / assistance as required

EXPERIENCE AND SKILLS

• 1-2 years experience with Help Desk support
• Superior communication skills written and oral
• Strong working knowledge of Microsoft Office applications (Word, Outlook, PowerPoint, Excel)
• Very good organizational and priority-setting skills
• Exceptional collaboration and teamwork skills
• Passionately focused on driving projects & customer success
• Open-minded, teachable, dedicated to excellence, driven, creative and organized
• Able to multi-task and work on various projects and meet strict deadlines
• Must have a positive “can-do\" attitude
• Must be able to thrive in a fast-paced environment