Support Coordinator

Tutor Doctor; Rio de Janeiro; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading educational support company in Rio de Janeiro is seeking a Help Desk Support Specialist to manage customer KPIs through resolution of tickets and various support channels including live chat, email, and phone. The ideal candidate will have 1-2 years of experience in Help Desk support, exceptional communication skills, and a strong knowledge of Microsoft Office. This is an opportunity to thrive in a fast-paced environment and contribute to driving customer success.

Qualificações

• 1-2 years experience in Help Desk support.
• Strong written and oral communication skills.
• Proficiency in Microsoft Office applications.

Responsabilidades

• Manage customer KPIs and response promises.
• Resolve Help Desk tickets across all departments.
• Provide live chat, email, and phone support.
• Enforce SLA times with all departments.
• Assist in CRM development with the Product Owner team.

Conhecimentos

Help Desk support experience

Superior communication skills

Microsoft Office skills

Organizational skills

Team collaboration

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