Support manager (on site, medellin)

Descripción del cargo

We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service.

Job Description:

Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement.
Leading a professional support team, providing guidance and direction in responding to clients and management inquiries.
Managing time, prioritizing tasks, and setting duties for the support team while meeting SLA and service quality goals.
Create and monitor ticketing system to ensure studio management smooth and in time resolution for clients inquiries.
Identifying opportunities for service and efficiency improvement.
Handling complex situations and finding creative solutions.
Seek to improve the client feedback level and reduce response time.
Serving as the primary point of contact with studio management and global management.
Writing and maintaining work procedures and flow charts according to each studio and client.
Manage the day-to-day support team employees – evaluations, vacations, schedule.
Collaborate with cross company departments.


Job Requirements:

At least 3 years of proven experience in managing a Help Desk, Customer service, or Support department in an organizational environment—mandatory.
Deep understanding of Help Desk workflows and ticketing systems—mandatory.
High proficiency in English (speaking, writing, and reading) - mandatory.

Initiative and a desire to lead change.
Leadership and project/task management skills.
Ability to work under pressure and meet goals.
Experience dealing with challenges and overcoming resistance.
A proactive approach to problem-solving.

Advantages:

Bachelor's degree in a relevant field with a specialization in Information Systems – an advantage.
Certifications or specialized courses in relevant IT fields - an advantage.
Extensive technical knowledge in the streaming field.