Junior Support Manager

department / eCommerce

location / Brazil

posted / January 07, 2019

Full time

OSF Global Services

Job Summary & Responsibilities:

  • »  Monitor that the incidents and problems are resolved by support team within SLA

    »  Achieve high levels of customer satisfaction through monitoring that the support availability meets agreed SLA, complying with internal procedures and policies and reducing the number of incidents raised by known errors

    »  Minimize the adverse impact of incidents and problems on the business and prevent reoccurrence of incidents

    »  Examine the potential areas for support services improvement and raise proposals

    »  Provide 1st line support on incidents and problems

    »  Interact with internal teams and external 3rd party vendors to coordinate the troubleshooting and solving the complex problems

    »  Lead, plan and prioritize the support team work load

    »  Provides the interface between the internal technical resources and external teams

    »  Ensure that the procedures and processes within the support services are being followed

Skill set:

  • »  Previous roles involving communication with customers is a plus

    »  Very good written and oral communication skills with ability to effectively communicate with both technicians and non-technical staff

    »  Fluency in English, both written and spoken

    »  Good organizational skills

    »  Ability to multi-task

    »  Able to work under pressure

About OSF Global

With headquarters in Quebec, Canada, and more than 30 locations across the world, we are a leading global commerce solutions company, with expertise in enterprise CRM, ecommerce, Salesforce Clouds, content management, ERP, cloud solutions and mobile applications. As a multi-cultural international team of over 800 employees, we are constantly driving change and innovation, delivering innovative solutions to enterprises and emerging businesses across B2B and B2C sectors since 2003.