Technical support lead at EduNext | Torre
Technical support lead
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EduNext

Technical support lead

EduNext
Posted by
Gabriela Acosta
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(116) info
Emma
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Empower organizations around the world to deliver high-quality education.
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Full-time

Legal agreement: Employment

Base compensation
COP3.5M - 4.5M/month
~USD978 - 1.25k/month

+ Bonuses

+ Wellness and health plan

+ Monthly remuneration negotiable

Non-negotiable
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Remote (specific timezone)
public
GMT-09:00 to GMT-01:00
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Posted almost 3 years ago

Requirements and responsibilities

🟢 Requirements: ◽️ Experience managing support or helpdesk teams. ◽️ Experience in customer support or related positions. ◽️ Experience interacting with customers 100% in English. ◽️ Conversational English proficiency (B2+). ◽️ Familiarity with customer support platforms such as Zoho Desk, Zendesk, Remedy, etc. 🟢 Desirable: ◽️ Bachelor's degree or equivalent in a technology-related field (preferred, but not exclusive). ◽️ Experience in IT e-learning or software development companies. ◽️ ITIL V4 certification desirable. 🟢 Responsibilities: ◽️ Ensure compliance with the established support protocol by constantly monitoring tickets. ◽️ Monitor weekly resolution times, response times, and other service delivery metrics. ◽️ Update the ticket management tool according to service needs, timelines, customers, and versioning. ◽️ Organize and manage customer success sessions. ◽️ Create articles, documents, tutorials, videos, and procedures for customer and external use. ◽️ Actively participate in planned escalation meetings to manage internal workflow improvements. ◽️ Motivate the team for excellent performance and quality deliverables. ◽️ Document processes, including creating articles, templates, and videos for the knowledge base. ◽️ Support project management activities as requested, such as meetings, forums, training, etc.
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