Description
Job Opening: Technical Support Supervisor
WORK LOCATION: Venâncio Aires
**Description:** We are seeking a professional to serve as Technical Support Supervisor, responsible for leading the technical support team and ensuring quality and efficiency in customer service.
**Responsibilities:**
Conduct audits of customer service interactions via WhatsApp and IXC.
Supervise the management of customer disconnection reports.
Supervise open technical support service orders (OS) to ensure efficient service delivery.
Develop training programs and train employees on technology-related topics across the organization.
Adjust employee working hours as needed.
Schedule vacations according to operational needs.
Supervise premium service delivery to dedicated customers.
Supervise processes to ensure proper functioning, as well as the onboarding and training of new team members on those same processes.
Analyze sector performance indicators.
Generate and present reports to leadership.
Participate in meetings with leadership.
Organize team meetings.
Propose continuous process improvements.
**Requirements:**
* Bachelor’s degree completed in a related field.
* Postgraduate degree or specialization in the field is desirable.
* Experience in technical support.
* Leadership and team management skills.
* Technical knowledge of support systems and tools.
* Strong communication and interpersonal skills.
* Analytical ability and capacity to efficiently solve problems.
* Flexibility regarding working hours.
* Willingness to travel.
* Systemic vision