Technical Support Coordinator

Description

Job Summary: We are seeking a strategic leader for Technical Support to ensure efficiency, excellence, and innovation in elevating the customer experience. Key Highlights: 1. Strategic leadership in Customer Technical Support 2. Focus on innovation, automation, and process improvement 3. People management and team development If you have a **leadership profile**, **strategic vision**, and **passion for excellence in customer service**, this opportunity is for you! We seek a leader to oversee our **external customer Technical Support operations**, ensuring **operational efficiency**, **excellence in service**, **SLA compliance**, **team high performance**, and **continuous area evolution**. We want an approach that goes **beyond operations**: bringing **innovation**, driving **automation**, implementing **process improvements**, and exploring **AI-based solutions** to elevate the customer experience to a new level. If you enjoy challenges, people management, and want to transform Technical Support into a strategic differentiator, join us! **Responsibilities and Duties** **YOUR RESPONSIBILITIES WILL INCLUDE:** * Coordinate the Technical Support team, planning, assigning, and monitoring daily activities; * Ensure SLA compliance, service quality, and high customer satisfaction; * Handle critical escalations, supporting the team and ensuring effective incident resolution; * Monitor area metrics (KPIs), analyze performance, and propose continuous improvements; * Oversee operations via the ticketing system, ensuring adherence to defined processes and standards; * Conduct 1:1 meetings, deliver structured feedback, and support team development (IDP); * Participate in defining and tracking the area’s OKRs; * Manage work schedules (12x36 and business hours), time tracking, overtime, and vacation planning; * Handle customer conflicts and negatively rated tickets; * Ensure compliance with internal processes, manufacturer standards, and certification requirements (e.g., ISO 20000\-1\); * Promote professional conduct and behavioral alignment of the team toward customers; * Report operational results and status to Management through periodic reports; * Identify improvement opportunities and implement automation in support processes; * Manage ticket escalations to manufacturers when required; * Act as an innovation agent, encouraging the use of AI tools for service optimization, ticket analysis, report generation, and productivity gains. **Requirements and Qualifications** **THE FOLLOWING ARE ESSENTIAL:** * Prior experience coordinating or leading Technical Support teams; * Experience in Information Technology environments; * Experience in people management and team development; * Knowledge of metrics-driven management (KPIs, SLAs, performance metrics); * Ability to provide technical support to the team during incidents when necessary; * Analytical mindset and results orientation. **ADDITIONAL ASSETS:** * ITIL certification; * Experience in technology companies or system integrators; * Experience implementing automation and continuous process improvement; * Practical knowledge or interest in applying Artificial Intelligence to support operations; * Experience with ITSM and monitoring tools; * Intermediate or advanced English (technical reading, interaction with manufacturers). **Additional Information** **WHAT WE OFFER YOU:** * Health insurance; * Dental insurance; * Meal allowance; * Transportation allowance; * Life insurance; * SESC benefits; * ACATE benefits; * Flexible benefits: At Teltec, we also enjoy flexible benefits, using our autonomy to choose how to allocate them according to our personal needs—options include meal, food, health, education, and mobility benefits. * Reduced working hours for breastfeeding mothers" — considering the adaptation needed by mothers balancing work and newborn care, we offer reduced working hours for breastfeeding; * Graduate scholarship program (Specializations, MBAs, Postgraduate degrees); * Foreign language scholarship program; * Runtec Program: We invest in incentives enabling Solutions to participate in sports competitions. * Conectar Moment: A program offering practical physical activity classes aimed at improving our Solutions’ quality of life; * Hybrid work model to enjoy the best of both worlds; * Coffee, fruits, and snacks available; * 100% subsidy for technical certifications; * Benefits club: Includes partnerships with Conexa Saúde, Psicologia Viva Conexa, Wellhub (Gympass), and Feirinha da Caju. * Birthday day off; * Referral program: Bonuses for referring and hiring professionals; * Benefits may vary by location, employment type, and/or be subject to annual budget adjustments. We are a Brazilian company providing IT solutions, services, and consulting, with emphasis on cloud computing, information security, and connectivity. **With over 33 years in the market, we combine experience, expertise, and innovation** to deliver the best to our 1,000+ clients across Brazil. Our story began in Florianópolis \- SC and continues to grow! Today, we also have physical offices in Brasília, São Paulo, Recife, Curitiba, and Cuiabá, in addition to our Solutions (affectionately named our employees) spread throughout Brazil! We relentlessly pursue excellence through a collaborative, sustainable, and human-centered company—and therefore, **we seek talents capable of contributing fresh ideas, opening space for consistent, sustainable, and resilient success amid the challenges of technology.**