Support Coordinator

Tutor Doctor; São José dos Campos; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading education service provider is looking for a Help Desk Support Specialist based in São José dos Campos, Brazil. This role involves managing customer KPI’s, resolving tickets through various support channels, and collaborating with teams to enhance customer success. Candidates must have 1-2 years of Help Desk experience and strong communication skills in English. The position offers a salary of USD $1,400 per month with a focus on providing excellent support and driving customer satisfaction.

Qualificações

• 1-2 years experience with Help Desk support.
• Advanced English proficiency required.
• Strong working knowledge of Microsoft Office applications.

Responsabilidades

• Responsible for customer KPI’s and ensuring response promises.
• Resolve tickets through the Help Desk.
• Manage live chat, email, and phone support.

Conhecimentos

Customer service

Help Desk support

Communication skills

Microsoft Office

Organizational skills

Collaboration

Multi-tasking

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