We are looking for a DevOps engineer to manage our company’s local networks, server infrastructure and system provisioning. The primary duties are guarantying the operational status of the different studios according to our SLAs.
Medellin, Antioquia
Role responsibilities
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 support department in an organizational environment – mandatory.
- Deep understanding of Help Desk workflows and ticketing systems – mandatory.
- 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.
- 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.
- Extensive technical knowledge in the streaming and gaming field and the ability to assist the team when needed.
- High proficiency in English (speaking, writing, and reading).
Skills:
- Conflict and crisis management.
- High availability.
- Defining and monitoring the achievement of KPIs.
- Implementing significant technological changes.
- Strong service orientation and teamwork capabilities.
Flexibility and adaptability to change
