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Job Summary: This role involves managing customer requirements, assigning technicians, conducting continuous follow-up, proposing technological improvements, and training the team to maintain customer satisfaction. Key Highlights: 1. Comprehensive management of customer requirements and satisfaction. 2. Leadership in technical assignment and service tracking. 3. Promotion of technological improvements and team development. • Respond to customer requests received via email, mobile phone call, or WhatsApp, adhering to the response time established for each customer. • Generate a service order within the established timeframes. • Assign a technician to handle the request through the Phoenix Help Desk platform. • Assess the complexity level of the request to assign senior or junior technicians accordingly. • Verify that the assignment reaches its intended channel. • Conduct daily customer follow-up using the technology platform to provide updates and keep customers informed on technology and data/information protection topics. • Submit improvement proposals to customers for their approval. • Ensure proper execution and follow-up of the process. • Track service orders to ensure high customer satisfaction through inquiries, tests performed by technicians, and customer-initiated queries. • Keep department technicians updated on technology topics through trainings, webinars, courses, etc. • Hold periodic meetings to gather feedback and take action regarding performance, addressing failures or issues arising in client companies and implementing improvement actions. and others. -Requirements- Minimum education: University degree / Technological program 2 years of experience Knowledge: Network administration, Hardware, Microsoft Office, Server administration, Software testing Driver's license: A1 Keywords: resident, supervisor, sub-manager, responsible person, coordinator, manager, captain, operative, operational, technologist, technician, tech, technician, technology, tecnología, technologist
