Technical Support Coordinator

Description

**MHI Sistemas**, a company specializing in technology solutions for the food service sector and an official TOTVS representative, is seeking a **Technical Support Coordinator** to lead our customer support operations, coordinate new client implementations, and ensure service quality. About the position The Technical Support Coordinator will be responsible for overseeing the daily activities of the support team, organizing priorities, ensuring SLA compliance, providing technical guidance to analysts, and directly contributing to improving the customer experience delivered by MHI Sistemas. In addition to support management, the role will also involve **coordinating new client implementations**, monitoring timelines, facilitating internal alignment, conducting training sessions, performing initial system configuration, and ensuring a smooth transition into assisted operations. We are looking for a leadership-oriented individual with strong communication skills, analytical thinking, and the ability to solve problems pragmatically—particularly within environments involving management systems, commercial automation, food service, databases, and technical support. Key responsibilities * Coordinate the technical support team, distributing tasks and monitoring team productivity. * Ensure adherence to response timeframes, SLAs, and quality standards. * Monitor tickets, support queues, and departmental KPIs. * Provide technical support to the team on complex support cases. * Coordinate new client implementations, ensuring organization, quality, and timely delivery. * Oversee client onboarding, implementation, training, and operational go-live phases. * Serve as liaison with internal departments including implementation, sales, development, finance, and after-sales. * Identify recurring issues and propose improvements to processes, systems, and knowledge base. * Manage strategic clients and critical situations, ensuring appropriate handling and clear communication. * Standardize support procedures, escalation protocols, implementation workflows, and ticket documentation. * Train, guide, and develop team members. * Support the deployment of tools, automations, and operational efficiency enhancements. * Prepare managerial reports covering support KPIs, implementation metrics, productivity, response time, resolution time, and customer satisfaction. Requirements * Prior experience in technical support, preferably in management systems, ERP, commercial automation, or food service. * Experience in team leadership or coordination. * Experience in system implementation, client onboarding, or project follow-up. * Strong communication, organizational, and task-prioritization skills. * Familiarity with customer service principles and ticket management. * Basic knowledge of SQL databases. * Ability to analyze technical issues and guide the team toward resolution. * Proactive, collaborative, and results-driven mindset. * Ability to handle pressure, demanding clients, and concurrent tasks. Preferred qualifications * Knowledge of TOTVS systems, especially Chef/TOTVS Food suite. * Experience in restaurants, bars, bakeries, snack bars, or food service chains. * Familiarity with Power BI, dashboards, or KPI analysis. * Experience with helpdesk tools such as Movidesk, Zendesk, Freshdesk, GLPI, Chatwoot, or similar platforms. * Knowledge of networking, TEF, fiscal/non-fiscal printers, SAT, NFC-e, and commercial automation equipment. * Experience creating knowledge bases and technical documentation. Desired profile We seek an individual who demonstrates ownership, leads by example, and balances technical expertise, customer empathy, and operational organization. It is essential to communicate effectively with clients, guide the team, organize implementations, make quick decisions, and transform recurring problems into more efficient processes. Work model * **Format:** Hybrid * **Location:** Brasília/DF * **Employment type:** CLT Compensation and benefits * **Salary:** R$ 5.000,00 * **Transportation allowance** * **Meal allowance:** R$ 38.66 per day Payment: R$5.000,00 per month Benefits: * Meal allowance * Transportation allowance Work location: Hybrid remote work based in Brasília, DF