Support Manager

2 semanas atrás

Sao Paulo, Brasil Maxihost Tempo inteiro
Operations
Support Manager
São Paulo, SP | Full Time
As Support Manager at Maxihost, your mission is to lead the Operations team, ensuring the best experience for our customers. Your primary focus will be support, dealing with incidents and service requests.
Additionally, one of your main activities is dealing with requests from strategic customers, being a reference for incident resolution. Aside from being the eyepoint for incidental actions, you must report the evolution of these requests to the strategic customers.
**Responsibilities**:
Manage the Operations team, which is mainly responsible for supporting the client structure in production.
Work on incidents and projects for key customers, supporting the team in these resolutions, identifying the primary cause, and reporting them to the customer.
Being the liable person in charge of the communication with unique customers (support via Slack), acting in resolving incidents and requests.
Make connections with other technical areas (Network and DevOps, for example), aiming to reestablish the service faster.
Activate the remote hand's services, pass instructions, and track the troubleshooting incidents outside Brazil.
Follow the queue of calls on Zendesk, always working for the customer's fulfillment.
Create service indicators, and improve methods and operational processes, aiming for efficiency and customer fulfillment.
Lead the process documentation initiatives and operational instructions, aiming at service standardization.
Develop the team's technical and soft skills, ensuring the bond to the company's values.
Work with the DevOps team, providing information and inputs on improvements in the systems used by customers.
Update the status page when incidents occur, informing customers in real time of the updated status of the incident in question.
Act close to the Account Managers team, addressing tickets as a priority when being requested.
Be a part of the escalation list for strategic customers, acting alongside other areas at Maxihost.
Skills and qualifications
Experience in similar positions, preferred at IT Companies, Datacenters and/or Contact Centers;
Experience in Support Ticket System (preferred Zendesk);
Experience in leadership and people management;
Strong knowledge in customer support (customer experience; customer success);
Performance-oriented;
Empathy, resiliency, and genuine care about our customer satisfaction;
Advanced/Fluent English communication skills (C1 level or above).
Bachelor’s degree in Technology areas;
ITIL Foundation Certificate or COBIT preferred.
Important information
**Contract type**: Legal Person ("PJ")
**On-site work**: Vila Mariana - São Paulo - SP

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