Senior Technical Support Manager

  • Anywhere
  • This position has been filled

evermontebr Technology

  • Anywhere
  • This position has been filled

evermontebr Technology

  • Anywhere
  • This position has been filled

evermontebr Technology

gerente-suporte-tecnico-senior-evermonte-headhunter-st

Job description

Companies prepared for the digital future need to invest in technological products with state-of-the-art support. For this reason, our client, a reference in the Technology – SaaS market, has grown quite aggressively.

To compose the company’s governance model in order to guarantee the continuity of excellence in the operation, service quality and performance, we are looking for an executive to assume the position of Senior Technical Support Manager.

Main responsibilities:

  • Leading a regional support team, ensuring the excellence of operations, feedbacks, PDIs, performance evaluation, for the best development and qualification of specialist teams;
  • Track data and metrics regarding the effectiveness of technical support such as customer satisfaction (NPS), quality (CSAT and internal) and productivity;
  • Map the main difficulties encountered by global customers for the development and execution of strategies that define with excellence the way in which teams deliver support;
  • Develop an action plan for improvement and automation of internal processes based on quantitative and qualitative analysis to leverage service excellence;
  • Manage and monitor the teams’ monthly performance indicators and KPIs focusing on continuous improvement;
  • Analyze root causes in order to drive new solutions and improvements initiatives focused on the customer experience;
  • Monitor the area’s budget and investment strategy.

Requirements:

  • Background on blue chips of the global Technology market;
  • Experience with 24/7 support operations;
  • Drive in customer focus;
  • Management of remote teams;
  • Fluent English.

Recent Jobs:

Evermonte is part of the Evermonte Executive Search group. Executive recruitment and selection group with recognized experience in the national market. Evermonte is structured with the best digital practices to meet the most complex projects in the Brazilian territory, carrying out the recruitment and selection of professionals for C-Level and Top Management.

Through this form, I authorize EVERMONTE – RECRUTAMENTO EXECUTIVO LTDA with registration in the National Register of Legal Entities (CNPJ / MF) No. 31.590.610 / 0001-16, headquartered in Porto Alegre / RS, telephone (51) 3533-8460 and e-mail dpo@evermonte.com – in accordance with the General Law for the Protection of Personal Data – “LGPD” (Law nº 13.709 / 18), to make decisions regarding the treatment of my personal data, now informed in this register, for operations collection, classification, use, access, reproduction, transmission, processing, archiving, storage, disposal, evaluation or control of information, modification, communication, transfer, dissemination or extraction.

EVERMONTE is also authorized to share my personal data, now informed, with other data processing agents, if necessary for the purposes listed in this term, subject to the principles and guarantees established by Law No. 13.709 / 18.

I am aware of my right to obtain from EVERMONTE, in relation to the data I now inform, at any time and upon request: I – confirmation of the existence of treatment; II – access to data; III – correction of incomplete, inaccurate or outdated data; IV – anonymization, blocking or elimination of unnecessary, excessive or treated data that does not comply with the provisions of Law No. 13.709 / 18; V – elimination of personal data treated with my consent, except in the cases provided for in art. 16 of Law No. 13,709 / 18; VI – information from public and private entities with which EVERMONTE shared the use of data; VII – information on the possibility of not providing consent and on the consequences of the refusal; VIII – revocation of consent, under the terms of § 5 of art. 8 of Law No. 13,709 / 18. The request can be sent by simple e-mail to the address dpo@evermonte.com.

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