Zoho Support

Important: This remote position requires advanced english knowledge.
**Your interviews and day-to-day work will be held in english.**

InterConnecta is currently seeking an experienced Support & Maintenance Program Lead to join our Technology Operations team.

We are a company dedicated to business software consulting, implementation, development and integration. Currently, we have employees and customers in Peru, Argentina, Puerto Rico and the United States.

**Requirements**:

- At least 3 years of experience providing IT / business software solutions and services to customers in a SaaS environment. (As Analyst, Developer, Administrator, Consultant etc.)
- At least 2 years of experience managing customer service tickets in a B2B IT Services context.
- Strong technical knowledge in: CRM/ERP software, Web Services/API, Business Process documentation.
- Analytical and problem-solving skills.
- Excellent English, communication and interpersonal skills. Ability to communicate fluidly on calls with team members and customers.
- Self sufficiency, critical thinking and decision-making capabilities.

**Responsibilities**:

- Manage the company's Zoho support and maintenance services, ensuring that day-to-day customer inquiries are promptly assigned & resolved, and that support tickets are handled effectively.
- This position does not require managing a full team (yet). We count on PMs and system automation to channel work requests to our team members.
- Taking ownership of our support & maintenance process, being responsible for its correct operation, continuous improvement and customer satisfaction.
- Monitor and analyze internal metrics to identify areas for improvement, and implement strategies to enhance customer satisfaction and support efficiency
- Communicating with other team members with throughout your work day for successful problem resolution.

**We offer**:

- Working remotely with a horizontal, open-minded international team where everyone is treated equally.
- Respect for your personal time. 8 work hours per day, Monday to Friday. You are expected to be online during your work hours, not outside of them.
- Above average salary level, in USD.
- Growth opportunities in a global Zoho firm.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: $5,000,000 - $8,000,000 per month

Application Question(s):
Application Deadline: 31/05/2023