Descripción del puesto

We are looking for a part-time Operations Support who does the following:

1. Assignment:

• Access the ticket management system, for the services assignment.
• Contact the engineer to confirm availability.
• Confirm the engineer in the ticket management system.
• Send the engineer mail with the tool specifications that he/she must take with him/her to provide the service, dress code and official identification and/or send the mail automatically through the system.
• Create service chat with all the people who should be involved.
• If necessary, perform internal escalations and with the POC (Point of Contact) according to the escalation matrix established for each client.

2. Tracking:

• Ask the engineer for notification of moving from home to client's site and arrival at the client's site.
• Request the engineer progress of their activities.
• Request notification from the engineer in case any problem arises during the service.
• Report and manage incidents through the corresponding ticket system such as Equus, Bam, Single Point, Sharepoint, among others.
• Request the engineer to report or consult in the chat in case of: any decision to be made, need to acquire some type of material or any situation out of context.
• Assign another engineer for support if necessary (eg in case of a technical problem), following the linear matrix established for each client.
• Request the engineer to notify his/her departure from the site, through chat.

3. Closure:

• Ask the engineer to send his service report signed by the client.
• Write in the corresponding chat, send by mail or write in the client's ticket system the trip summary (by service and by engineer).
• Close the service ticket in the corresponding system.
• Record the services performed in the corresponding database or ticket management systems.

Schedule: from Monday to Friday, 8:00 am a 12:30 pm Brazilian time

Requisitos

1. Knowledge in:

• Office 365 (Word, Excel, Power Point, Teams, Outlook, etc.)
• WhatsApp or Telegram.
• Advanced english and portuguese.

2. Soft Skills:

• Teamwork.
• Control and organization.
• Communication.
• Detect deviations immediately and correct them.
• Responsibility to work online.
• Proactivity.
• Knows how to work under pressure.
• Methodical.

3. Tools:

• Have a desktopo or laptop of your own.

• Have a smartphone.

Beneficios

Economical support: 215 USD (monthly)

Benfits after the trial period (3 months), such as: vacations, saving fund and annual bonus.