Support Coordinator I

hace 5 meses

Colombia TechPulse A tiempo completo

**Job Title**: Support Coordinator I - LATAM

**Location**: Conquistadores neighborhood, Office-based (No remote work initially - possibility to work partially remote after training, includes possibility for rotating overnights)

**Salary Range**: $2,000,000 - $4,000,000 COP per month, based on experience and English proficiency

**Company Overview**:
Join our dynamic Service and Support team as a Dispatcher, where you will play a critical role in optimizing our technical resources through strategic dispatching of service requests. This position is pivotal in managing both in-house and field technical deployments to ensure we meet our contractual obligations and service level agreements.

**Key Responsibilities**:

- Serve as the primary contact for all client service requests.
- Schedule and dispatch service engineers for remote or onsite service, ensuring optimal utilization of resources.
- Monitor engineer schedules to guarantee timely service and prompt entry of service details.
- Maintain robust communication with clients, updating them regularly on service progress and any upcoming changes.
- Escalate service requests that cannot be scheduled within agreed SLA timelines to ensure prompt resolution.
- Ensure high levels of client service and satisfaction through efficient request handling and resource management.

**Qualifications and Experience**:

- C1 or better proficiency in English is preferred
- Experience in Client Services or roles involving significant telephone interaction is preferred.
- Familiarity with basic computer and operating system knowledge.
- Excellent interpersonal skills, including effective communication, active listening, and customer care abilities.
- Capable of multi-tasking and quickly adapting to new challenges.
- Understanding of IT service management and support tools, with the ability to align technical resources to varied tech issues effectively.

**Additional Benefits**:

- Paid Time Off/Paid Overtime
- Transit Stipend
- Opportunities for professional development and growth within the company

**Puesto Laboral**: Coordinador de Soporte I - LATAM

**Ubicación**: Barrio Conquistadores, oficina presencial (incluye posibilidad de turnos rotativos nocturnos)

**Rango Salarial**: $2,000,000 - $4,000,000 COP por mes, basado en la experiência y el dominio del inglés

**Visión General de la Empresa**:
Únete a nuestro equipo dinámico de Servicio y Soporte como operador, donde desempeñarás un papel crucial en la optimización de nuestros recursos técnicos mediante el despacho estratégico de solicitudes de servicio. Esta posición es clave en la gestión de despliegues técnicos tanto internos como externos para asegurar que cumplimos con nuestras obligaciones contractuales y acuerdos de nível de servicio.

**Responsabilidades Clave**:

- Ser el contacto principal para todas las solicitudes de servicio de los clientes.
- Monitorear los horarios de los ingenieros para garantizar un servicio oportuno y la rápida entrada de detalles del servicio.
- Mantener una buena comunicación con los clientes, actualizándolos regularmente sobre el progreso del servicio y cualquier cambio próximo.
- Escalar las solicitudes de servicio que no se puedan programar dentro de los plazos acordados en el SLA para asegurar una resolución rápida.
- Asegurar altos níveles de servicio al cliente y satisfacción mediante el manejo eficiente de solicitudes y gestión de recursos.

**Cualificaciones y Experiência**:

- Se prefiere dominio del inglés nível C1 o superior.
- Se prefiere experiência en Servicios al Cliente o roles que involucren interacción telefónica significativa.
- Conocimiento básico de computación y sistemas operativos.
- Excelentes habilidades interpersonales, incluyendo comunicación efectiva, escucha activa y habilidades de atención al cliente.
- Capacidad para manejar múltiples tareas y adaptarse rápidamente a nuevos desafíos.
- Comprensión de la gestión de servicios de TI y herramientas de soporte, con la capacidad de alinear los recursos técnicos a diversos problemas tecnológicos de manera efectiva.

**Beneficios Adicionales**:

- Tiempo libre pagado / Horas extra pagadas
- Subsídio de transporte
- Oportunidades para el desarrollo profesional y crecimiento dentro de la empresa

Pay: $200,000,000 - $400,000,000 per month

Ability to commute/relocate:

- Medellín, Antioquia: Reliably commute or planning to relocate before starting work (required)

**Language**:

- English (required)

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