Support Coordinator

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

Resumo da oferta

A leading tutoring service in Brazil is seeking a Help Desk Support Specialist. In this role, you will manage customer KPIs and ensure timely responses across live chat, email, and phone support. Ideal candidates have 1-2 years of Help Desk experience, superior communication skills, and a strong proficiency in Microsoft Office. The role requires collaboration and the ability to thrive in a fast-paced environment. Competitive salary of USD $1,400/month is offered.

Qualificações

• 1-2 years experience with Help Desk support.
• Strong working knowledge of Microsoft Office applications.
• A positive ‘can-do’ attitude and the ability to thrive in a fast-paced environment.

Responsabilidades

• Responsible for customer KPI’s and ensuring response promises are met.
• Resolution of all tickets flowing through Help Desk.
• Ensure live chat, email, and phone support are managed effectively.
• Enforce SLA times and manage Knowledge Base.
• Assist with CRM development and collect enhancement requirements.

Conhecimentos

Help Desk support experience

Superior communication skills

Knowledge of Microsoft Office

Organizational skills

Collaboration and teamwork

Customer success focus

Positive attitude

Ability to multi-task

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