Support Coordinator

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

Resumo da oferta

Uma empresa de tutoria está em busca de um Coordenador de Suporte para atuar remotamente. O candidato ideal deve ter 1-2 anos de experiência em suporte Help Desk, com habilidades excepcionais de comunicação e conhecimento avançado em inglês. O trabalho será focado no atendimento ao cliente e gestão de atendimento, assegurando que todos os KPIs sejam atendidos. O salário é de USD $1,400 por mês, com horários de segunda a sexta-feira.

Qualificações

• 1-2 anos de experiência com suporte Help Desk.
• Excelentes habilidades de comunicação verbal e escrita.
• Forte conhecimento das aplicações Microsoft Office.

Responsabilidades

• Responsável pelos KPI's de clientes e promessas de respostas.
• Resolução de todos os tickets que passam pelo nosso Help Desk.
• Responsável pelo suporte via chat, e-mail e telefone.
• Gerenciamento do nosso Help Desk e Base de Conhecimento.
• Assistir no desenvolvimento do nosso CRM com a equipe de Product Owner.

Conhecimentos

Habilidades de comunicação

Conhecimento avançado de inglês

Trabalho em equipe

Organização

Gerenciamento de tempo

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Support Coordinator Tutor Doctor • Luis Eduardo Magalhães, Bahia, Brazil

Descrição da vaga

Job Description Pay: USD $1,400 / month

Hours: Monday-Friday 9 am to 5 pm EST

Contract: Full‑time Remote

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