Technical Support Coordinator - TELECOM

Description

Job Summary: Lead and develop Technical Support teams, ensuring service excellence, operational efficiency, and achievement of departmental KPIs. Key Highlights: 1. Leadership and development of Technical Support teams 2. Performance indicator management and continuous improvement 3. Focus on service excellence and customer experience **We are constantly growing! With nearly 30 years in the market, we connect people, companies, and dreams through technology.** If you are passionate about people management, service excellence, and continuous process improvement, this opportunity may be for you! **What will be your challenge?** Lead and develop Technical Support teams, ensuring service excellence for customers, operational efficiency, and achievement of departmental KPIs. Analyze results, implement improvements, develop people, and manage processes to ensure service quality and the best customer experience. **Main Responsibilities** * Coordinate support and service teams, ensuring quality, productivity, and compliance with company standards; * Monitor performance indicators, conduct analyses, and develop action plans for continuous improvement; * Lead, develop, and train the team through training sessions, feedback, and performance tracking; * Manage work schedules, task distribution, and team sizing; * Monitor service quality by tracking repeat incidents, complaints, and improvement opportunities; * Provide technical support to the team in complex situations and, when necessary, handle customer service directly; * Prepare managerial reports and monitor departmental results; * Participate in recruitment and selection, onboarding, and employee development processes; * Ensure updates to processes, procedures, job descriptions, and area requirement maps. **Requirements:** * Completed undergraduate degree in related fields; * Experience in team leadership and management; * Experience with performance indicators, results analysis, and action plan development; * Experience in supervision/coordination roles within Technical Support teams; * Strong communication skills, organizational ability, and a people-development mindset. **Preferred Qualifications:** * Experience with Internet Service Providers (ISPs). **What We Offer** * Unimed Health Insurance Plan; * Meal Allowance; * Dental Plan; * Life Insurance; * Free internet up to 700 MB; * On-site fitness classes; * SESI Telemedicine; * Psychological Support Program; * Fresh fruit in the office. If you identify with this opportunity, send us your resume and join Unet!