Technical Support Coordinator

Ref#: 20123

Function: Technical Support

Location: Brazil, Sao Paulo

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As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity:

The technical Support Coordinator will directly manage the agents of the Support team, continuously align the team’s expectations. Assure that the incidents and service requests are resolved within expected SLAs, according to the standard processes, and the customer is timely and clearly communicated during the ticket life-cycle.

You are great at:

Direct day to day activities of the teams that act as first and primary contact for customer production issues.

Keep close track of the quality of execution by the agents, providing consistent feedbacks and orientation.

Keep the team informed about the Vision of the area, and the strategy defined to achieve it.

Align the team expectations about rights and obligations of each individual in the team.

Support activities to isolate incidents and coordinate the fix required.

Assure all issues are registered via the GXS ticket system.

Manage customer relationships in a high level.

Escalate issues pre-determined to be resolved by a different organization/team, as appropriate and in conjunction with standard SLA MTTR goals.

Work cross-functionally to decrease the resolution time of incidents.

Identify and report to higher management the needs of the team to provide a better service, like training needs of process reviews needed.

Daily, weekly and monthly reporting on organizational performance and productivity.

Monitor incident tickets until resolved, ensure all updates to customers as appropriate.

Confirm resolution and close tickets on behalf of other tiers, where appropriate.

Ensure effective and efficient delivery of technical support which meet or exceed SLAs and defined quality standards.

Drive continuous service improvement based upon quality metrics and customer feedback.

Management of customer escalations, and incident management,.

What it takes:

Minimum of 2 years leadership experience, preferably leading senior technicians.

Knowledge in ITIL Foundation

Strong sense of SLA monitoring and tracking.

Knowledge and hands on experience in all facets of support operations to include: automated call distribution, ticket distribution and load balance based on key criteria, scheduling principles, recruitment, hiring, training and quality monitoring.

Operational & customer support experience in IT services

Ability to work closely with direct and remote team members.

Strong focus on customer satisfaction, process development and improvement.

Ability to effectively influence cross-functionally and make decisions.

Excellent written and verbal communication skills.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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