Support Coordinator

Tutor Doctor; Bragança Paulista; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading educational support service in Brazil is seeking a Help Desk Support professional to manage customer KPIs and ensure effective communication across platforms. The ideal candidate should have 1-2 years of experience in Help Desk support, outstanding communication skills, and a strong knowledge of Microsoft Office. Responsibilities include managing the Help Desk, supporting customers through various channels, and collaborating with the Field Support Team. This role offers a monthly salary of USD $1,400.

Qualificações

• 1-2 years of experience with Help Desk support.
• Exceptional collaboration and teamwork skills.
• Ability to thrive in a fast-paced environment.

Responsabilidades

• Responsible for customer KPI’s and response promises.
• Manage Help Desk and Knowledge Base.
• Create reports based on data supplied weekly.

Conhecimentos

Help Desk support

Superior communication skills

Microsoft Office

Organizational skills

Collaboration skills

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