Support Coordinator

Description

**Requirements** * Bachelor's degree in IT Management, Information Systems, Administration, or related fields; * Previous experience in support operations, service desk, or B2B software support; * Knowledge of ticket management tools (Movidesk, Zendesk, Freshdesk, or similar); * Experience with operational metrics, dashboards, and spreadsheets. **Responsibilities** * · Lead and develop the Support team, providing ongoing coaching, feedback, development, and continuous team improvement; * · Coordinate support operations, removing operational blockers and ensuring balanced distribution of tasks across the team; * · Ensure organization of the ticket queue, focusing on demand prioritization, SLA compliance, and proper use of tools; * · Monitor key departmental metrics (SLA, response time, resolution time, CSAT, and ticket volume), prepare reports, and propose improvement actions; * · Serve as the primary operational contact point for customers and partners, ensuring clear communication and alignment of expectations; * · Identify and document opportunities for continuous improvement, enhancing processes, workflows, and operational best practices; **Skills** * · Analytical mindset and problem-solving ability. * · Clear and concise communication, with ease in building strong relationships. * · Organization, planning, and prioritization skills. * · Proactivity and focus on continuous improvement. * · Ability to work under pressure and manage multiple simultaneous demands. **Preferred Qualifications:** * Experience with the TOTVS ecosystem or HR/HRIS products * Knowledge of ITIL or other IT service management frameworks Compensation: R$6\.000,00 \- R$7\.500,00 per month Work Location: Remote