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Support Manager
4 meses atrás
A Wysupp é uma empresa integradora de sistemas especializada em soluções de otimização para o varejo e a cadeia de suprimentos.
Nosso objetivo é entregar valor mensurável aos nossos clientes e parceiros, por meio do nosso amplo conhecimento de negócios e maturidade na implementação.
Colaboramos exclusivamente com a RELEX Solutions para implementar as melhores soluções que ajudam nossos clientes a operar de forma mais eficiente – ao prever com precisão o consumo de mercadorias, impulsionamos a redução de custos de estoque, aumentamos a disponibilidade e reduzimos o desperdício.
Trabalhamos em estreita colaboração com nossos clientes, em uma abordagem de “uma equipe”, apoiando, orientando e realizando todo o ciclo de implementação das soluções dos nossos parceiros.
Descrição da Vaga:Estamos em busca de um Support Manager altamente qualificado e motivado para liderar, desenvolver e propor melhorias em nossa equipe de suporte.
O candidato ideal será responsável por participar da criação e estruturação do suporte dessa prática a Wysupp, garantindo que todos os incidentes e solicitações de serviço sejam resolvidos de maneira eficiente e eficaz, proporcionando uma experiência de suporte excepcional para todos os usuários finais e para a equipe de suporte.
Priorizar incidentes, reduzir SLA interno, aumentar satisfação com resolução de tickets e garantir um bom balanceamento de demanda na equipe interna.
Nosso suporte é exclusivamente focado na solução RELEX e com muita ênfase em dúvidas funcionais e de negócio, majoritariamente na parte de Forecasting and Replenishment, mas com atuações possíveis em Space and Assortment também
· Gerenciar e supervisionar a equipe de Service Desk, incluindo analistas das mais diversas senioridades e técnicos de suporte.
· Estabelecer e monitorar KPIs e SLAs para garantir um serviço de alta qualidade.
· Desenvolver e implementar processos, procedimentos e ferramentas de suporte técnico para melhorar a eficiência e a satisfação do cliente.
· Coordenar com outras equipes e stakeholders internos e externos para resolver problemas complexos e implementar melhorias.
· Fornecer treinamento e desenvolvimento contínuo para a equipe de Service Desk.
· Realizar avaliações de desempenho e fornecer feedback construtivo.
· Manter atualizados os registros de suporte e documentações.
· Gerenciar o escalonamento de incidentes e garantir a comunicação adequada com os usuários finais.
· Analisar dados de desempenho para identificar tendências e áreas de melhoria.
· Produzir relatórios e apresentações de resultados periódicas.
· Graduação em Sistemas de Informação, Tecnologia da Informação, Engenharia de Sistemas ou áreas similares;
· Experiência comprovada como Gerente de Service Desk ou em uma função similar;
· Capacidade de trabalhar com uma mentalidade de suporte e resolução de incidentes;
· Experiência em soluções de otimização para varejo e/ou cadeia de suprimentos, tendo atuado em funções como: analista de sistemas, garantia de qualidade, consultor funcional ou testador;
· Conhecimento básico de bancos de dados, SQL e outras linguagens de programação;
· Habilidades analíticas para interpretar e entender processos de negócios por meio de requisitos escritos e documentos de especificação técnica;
· Atitude adaptável, flexível e resiliente para desempenhar bem sob pressão;
· Capacidade de trabalhar bem em equipe com diferentes níveis de senioridade;
· Boas habilidades de comunicação verbal e escrita;
· Solução de problemas e pensamento crítico;
· Bom nível de inglês (escrito e falado) – Nossos clientes são todos internacionais, o inglês é mandatório;
· Outros idiomas são altamente valorizados, principalmente o espanhol);
· Um grande espírito de equipe onde você sempre terá voz e a oportunidade de influenciar o crescimento da empresa;
· Ambiente de trabalho flexível;
· Cultura de trabalho divertida e alegre;
· Oportunidades de treinamento;
· Planos de carreira personalizados com oportunidades de progressão;
· Mobilidade global;
· Exposição internacional;
· Modelos de trabalho remoto;
· Vale alimentação
· Plano de saúde sem coparticipação nacional;
· Bônus anual por performance indexado a KPIs.
Se você acredita que possui as habilidades certas e está disposto a expandir seu conhecimento com um grande espírito de equipe, por favor, preencha o formulário e nos diga por que você seria uma excelente adição à nossa equipe