Support Coordinator

Tutor Doctor; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

An educational support company based in São Paulo is seeking a Help Desk Support Specialist. The role primarily involves managing customer KPIs, resolving support tickets, and providing assistance through live chat, email, and phone. Applicants should have 1-2 years of Help Desk experience, superior communication skills, and a strong proficiency in Microsoft Office. A positive and adaptable attitude in a fast-paced environment is essential. This position offers opportunities for professional growth and development.

Qualificações

• 1-2 years experience with Help Desk support.
• Superior written and oral communication skills.
• Strong knowledge of Microsoft Office applications.

Responsabilidades

• Manage customer KPIs and ensure response promises.
• Resolve tickets for Help Desk across departments.
• Provide live chat, email, and phone support.
• Enforce SLA times with departmental coordination.
• Manage Help Desk and Knowledge Base.
• Assist with CRM development.
• Document IT releases and provide training.
• Collaborate with Field Support for weekly calls.
• Create weekly reports from provided data.
• Lead and coordinate weekly Company Huddles.

Conhecimentos

Customer KPI management

Help Desk support

Microsoft Office proficiency

Excellent communication skills

Organizational skills

Multi-tasking ability

Team collaboration

Positive attitude

Project management

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