Support manager

hace 5 días

Medellín, Antioquia, Colombia VE Productions SAS A tiempo completo

Job Description

We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.

Job Description:

  • Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement.
  • Leading a professional support team, providing guidance and direction in responding to clients and management inquiries.
  • Managing time, prioritizing tasks, and setting duties for the support team while meeting SLA and service quality goals.
  • Create and monitor ticketing system to ensure studio management smooth and in time resolution for clients inquiries.
  • Identifying opportunities for service and efficiency improvement.
  • Handling complex situations and finding creative solutions.
  • Seek to improve the client feedback level and reduce response time.
  • Serving as the primary point of contact with studio management and global management.
  • Writing and maintaining work procedures and flow charts according to each studio and client.
  • Manage the day-to-day support team employees – evaluations, vacations, schedule.
  • Collaborate with cross company departments.

Job Requirements:

  • At least 3 years of proven experience in managing a Help Desk support department in an organizational environment – mandatory.
  • Deep understanding of Help Desk workflows and ticketing systems – mandatory.
  • Bachelor's degree in a relevant field with a specialization in Information Systems – an advantage.
  • Certifications or specialized courses in relevant IT fields – an advantage.
  • Initiative and a desire to lead change.
  • Leadership and project/task management skills.
  • Ability to work under pressure and meet goals.
  • Experience dealing with challenges and overcoming resistance.
  • A proactive approach to problem-solving.
  • High proficiency in English (speaking, writing, and reading).

Job Type: Full-time

Language:

  • English on a professional level (Required)

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