W47.28 - TECHNICAL SUPPORT SUPERVISOR
SÃO PAULO - PRESENCIAL - CLT
SETOR: TI E TELECOM
IDIOMAS: INGLÊS AVANÇADO
Responsible for leading a call center operation focused on technical support, ensuring service quality, agent performance, and proper resolution of customer requests.
Advanced English is mandatory for this position.
Main responsibilities:
Contribute to the development and structuring of the new support operation;
Supervise the team of technical support agents;
Oversee the daily routine of the call center operation, ensuring productivity, quality, and KPI achievement;
Act as the technical escalation point for questions and more complex cases;
Support agents in analyzing and resolving issues related to networks, internet, routers, connectivity equipment, and technology products;
Monitor operational KPIs, such as AHT, SLA, CSAT, quality, productivity, and ticket resolution.
Experience in technical support:
Knowledge of computer networks and internet;
Familiarity with routers, Wi-Fi, access points, repeaters, switches, or connectivity equipment;
Ability to perform technical troubleshooting;
Experience in technology companies, telecom, internet service providers, equipment manufacturers, or technical support operations.