Support Coordinator

Tutor Doctor; Porto Alegre; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An educational services company based in Porto Alegre is seeking a Help Desk Support Specialist. The role involves ensuring customer KPIs are met, managing help desk tickets, and providing support via live chat, email, and phone. Applicants should have 1-2 years of relevant experience, superior communication skills, and a strong knowledge of Microsoft Office. The work environment is fast-paced, and a positive attitude is essential.

Qualificações

• 1-2 years experience with Help Desk support.
• Strong working knowledge of Microsoft Office applications such as Word, Outlook, PowerPoint, and Excel.
• Exceptional collaboration and teamwork skills.

Responsabilidades

• Ensure we meet customer KPIs and response promises.
• Handle all tickets flowing through the Help Desk.
• Provide live chat, email, and phone support.

Conhecimentos

Help Desk support experience

Superior communication skills

Microsoft Office applications

Organizational skills

Teamwork skills

Positive attitude

Descrição da oferta de emprego

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