Technical Product Support Manager

3 semanas atrás


Sao Paulo, Brasil Yandeh Tempo inteiro

Sobre a vaga:


Estamos buscando uma pessoa Technical Product Support Manager para se unir ao nosso time de Produtos Digitais. Você será responsável pela gestão do time de suporte e atendimento técnico do produto e terá como principais responsabilidades organizar e gerenciar os processos de suporte e resolução de incidentes do produto, garantir a capacitação e treinamento contínuo dos times, implementar melhores práticas de suporte, sempre com foco em eficiência e aumento de satisfação dos nossos clientes e usuários.


Como Technical Product Support Manager, espera-se que você:



  • Faça a gestão direta de um time de analistas e assistentes que realizam o atendimento e suporte dos produtos de tecnologia da Yandeh junto aos nossos clientes e usuários
  • Implemente continuamente práticas que melhorem a eficiência da área, reduzindo volume de chamados e tempo de solução de problemas
  • Realize a gestão do processo de tratativa de incidentes dos produtos da Yandeh, definindo e implementando as políticas de triagem, priorização, acionamento de times, coordenação da resolução até a revisão e plano de ação de prevenção
  • Garanta o treinamento e capacitação contínua do time em ferramentas, processos e atualizações dos produtos
  • Represente a Yandeh junto aos clientes e usuários, especialmente no contexto de gestão de incidentes críticos, garantindo comunicação e entrega do plano de suporte acordado
  • Realize reports sobre os indicadores da área e projetos para stakeholders diversos e alta liderança da Yandeh
  • Mantenha e evolua o plano de continuidade de negócio da Yandeh e de Disaster Recovery
  • Represente o time de suporte e atendimento técnico junto a equipe de Produtos para priorização do roadmap de evoluções com foco em redução de chamados e melhoria do atendimento


Procuramos uma pessoa com:



  • Experiência comprovada em gestão de suporte de produtos digitais, incluindo liderança de times de atendimento técnico
  • Elevada habilidade de organização e pragmatismo
  • Comunicação clara e que se sinta confortável em interagir com a liderança sênior dos clientes e da própria Yandeh
  • Familiaridade com ferramentas de gestão do suporte e atendimento de produtos
  • Conhecimento técnico suficiente para guiar o time direto e dialogar com os desenvolvedores
  • Pensamento analítico e tomada de decisão baseada em fatos e dados


Diferenciais:



  • Experiência em marketplaces, ecommerce ou soluções digitais para força de vendas ou gestão comercial de indústrias
  • Certificações relacionadas a suporte de produtos digitais, continuidade de negócio e Disaster Recovery
  • Experiência nos módulos de atendimento do Hubspot

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