Customer Support Manager Latam - Curitiba, Brasil - TuoTempo

TuoTempo

Empresa verificada

Curitiba, Brasil

há 2 semanas

Postado por:

Ana Silva

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Descrição

Company Description

TuoTempo is the fastest growing healthcare CRM software-as-a-service in Europe specialized in digitizing healthcare providers by redesigning the patient experience. Our groundbreaking technology is the preferred choice of the biggest healthcare providers in Spain, Italy, Brazil, Mexico and other markets. We are now looking to expand with new team members in order to revolutionize healthcare

Job Description:

The customer support Manager Latam will be responsible for driving superior customer support services to business clients in Latam.

Serving as the first point of contact for customers seeking technical assistance through our system being able to solve problems and allocate to the right internal stakeholder when necessary especially for Mexico and Brazil markets.

Reporting to the Global Customer Support Manager, will also be in charge of implementing customer support processes in line with the global process to enhance customer satisfaction.

Formulating and revising customer support policies and promoting their implementation if necessary.

Description

Be in charge of all customer support activity in LATAM
Handle customer requests, questions, and complaints on a variety of support channels through helpdesk
Answer through tickets to solve the problem and improve customer experience
When the issue is too technical assign the ticket to right tech support member
Troubleshoot software issues for endusers
Interact with customers to resolve techrelated questions and queries
Help customers with product features
Understand our users' issues and facilitate their resolution
Analysis of the current support processes and propose a revision if necessary to the global customer support manager
Lead and direct frontline customer support LATAM team
Organize and motivate team members in their daytoday work
Manage and understand data around incoming case volume
Communicate any trends in customer communication or behaviour to other departments
Informing the team of all new information related to products, procedures, and trends
Assess support statistics and prepare detailed reports on the findings
Oversee and evaluate the team's ongoing training efforts
Deliver performance evaluations and follow the disciplinary process according to company policy

Qualifications:

Proven customer support experience at least 2 years
General knowledge of OpenSearch is a plus
Customer orientation and ability to adapt/respond to different types of characters
Ability to multitask, prioritize and manage time effectively
Communicating and coordinating with colleagues as necessary
Propensity for problem solving and tend to prefer a solutionoriented approach
Ability to work independently, with an ambition to contribute to the project and improve existing processes
Fluent in Portuguese
Fluent in English
Fluent in Spanish

Additional Information

Our work schedule is from Monday to Friday, from 9am to 6pm;
Need to work beyond your usual hours? We have a time bank for you to use those extra hours as time off later;
We offer a meal allowance worth R$30.00 per day worked, but if you enjoy cooking at home, you can replace it with a food allowance of the same value, or even split it (R$15.00 for meal allowance and R$15.00 for food allowance per day), making life easier for those who are 100% remote or have a hybrid work arrangement;
For commuting to the office, we offer transportation allowance;
When it comes to health, we offer Medical, Dental and Group Life Insurance;
We also offer a Pharmacy Allowance, with discounts ranging from 10% to 70% on medications in the accredited network;
We provide the iFeel app for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those difficult days;
The ApoioPass offers free professional support and guidance in psychological, legal, economic and social areas, providing support on those more delicate topics;
And fitness? We offer Gympass for you and up to 3 dependents Because working out alone is boring, right?
Did you think your PET would be left out? Of course not We offer a Pet Plan, extending care also to your furry friend;
Stock Options eligible after 6 months with the company (5year vesting period)
YES You become a shareholder of the company;
Everyone has a birthday, right? Our gift to you is a Birthday Day Off, so you can celebrate however you prefer, with those you love the most;
We have a robust Partnership Club, with agreements and discounts ranging from educational institutions, such as colleges and language schools, to exclusive banking benefits;
Our Leaves are different here: in case of the passing of loved ones, we offer 10 days; if your PET passes away, you have 2 days. Got married? 7 days off The baby arrived? We offer 30 days for dad and 6 months for mom;
Liked working here? Then refer a friend or relative We love hav