Support Coordinator

Tutor Doctor; Porto Belo; Presencial; BRL 35.000 - 50.000; Tempo integral

Resumo da oferta

A leading educational service provider in Brazil is seeking a Help Desk Support Specialist to manage customer KPIs, ensure timely support responses, and oversee help desk operations. The ideal candidate has 1-2 years of relevant experience, excellent communication skills, and a positive attitude. Responsibilities include resolving tickets across departments, managing documentation, and collaborating with teams to enhance the customer experience. The role is dynamic and requires strong organizational skills in a fast-paced environment.

Qualificações

• 1-2 years experience with Help Desk support.
• Must be open-minded, teachable, dedicated to excellence, driven, creative, and organized.
• Capable of multi-tasking and working on various projects under strict deadlines.

Responsabilidades

• Responsible for customer KPI’s and ensuring response promises.
• Resolution of all tickets through Help Desk for all departments.
• Management of Help Desk and Knowledge Base.

Conhecimentos

Superior communication skills written and oral

Strong working knowledge of Microsoft Office applications

Exceptional collaboration and teamwork skills

Organizational and priority-setting skills

Positive 'can-do' 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.

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
• passionatly 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