Support Coordinator

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

Resumo da oferta

Uma empresa de educação está buscando um Coordenador de Suporte para atender às necessidades de suporte e colaboração. Você será responsável por gerenciar atendimento ao cliente através de chat ao vivo, e-mail e telefone, garantindo a satisfação do cliente e o cumprimento de prazos e promessas. Para essa posição, é necessária experiência em suporte Help Desk, habilidades comunicativas superiores e domínio do Microsoft Office. O trabalho será remoto com um contrato de tempo integral e exige inglês avançado.

Qualificações

• 1-2 anos de experiência em suporte Help Desk.
• Capacidade de trabalhar em um ambiente de ritmo acelerado.
• Capacidade de multitarefa e gerenciamento de prazos estritos.

Responsabilidades

• Responsável pelos KPI dos clientes e pela diurchia das promessas de resposta.
• Resolução de todos os tickets que chegam ao nosso Help Desk.
• Gerenciamento do nosso Help Desk e Base de Conhecimento.
• Criação de relatórios com dados fornecidos semanalmente.

Conhecimentos

Excelência na comunicação verbal e escrita

Conhecimento forte do Microsoft Office (Word, Outlook, PowerPoint, Excel)

Habilidade de organização e definição de prioridades

Colaboração e trabalho em equipe excepcionais

Atitude positiva e 'can-do'

Descrição da oferta de emprego

Support Coordinator Tutor Doctor • Passo Fundo, Rio Grande do Sul, 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

How to Apply

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