{"id":20397,"date":"2025-02-12T18:40:04","date_gmt":"2025-02-12T18:40:04","guid":{"rendered":"https:\/\/vivogaming.com\/?p=20397"},"modified":"2025-02-12T18:40:04","modified_gmt":"2025-02-12T18:40:04","slug":"medellin-support-manager","status":"publish","type":"post","link":"https:\/\/vivogaming.com\/september26\/medellin-support-manager\/","title":{"rendered":"Medellin Support Manager"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">We are looking for a DevOps engineer to manage our company\u2019s local networks, server infrastructure and system provisioning. The primary duties are guarantying the operational status of the different studios according to our SLAs.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Medellin, Antioquia<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Role responsibilities<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Job Description:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement.<\/li>\n\n\n\n<li>Leading a professional support team, providing guidance and direction in responding to clients and management inquiries.<\/li>\n\n\n\n<li>Managing time, prioritizing tasks, and setting duties for the support team while meeting\u00a0<strong>SLA<\/strong>\u00a0and service quality goals.<\/li>\n\n\n\n<li>Create and monitor ticketing system to ensure studio management smooth and in time resolution for clients inquiries.<\/li>\n\n\n\n<li>Identifying opportunities for service and efficiency improvement.<\/li>\n\n\n\n<li>Handling complex situations and finding creative solutions.<\/li>\n\n\n\n<li>Seek to improve the client feedback level and reduce response time.<\/li>\n\n\n\n<li>Serving as the primary point of contact with studio management and global management.<\/li>\n\n\n\n<li>Writing and maintaining work procedures and flow charts according to each studio and client.<\/li>\n\n\n\n<li>Manage the day-to-day support team employees \u2013 evaluations, vacations, schedule.<\/li>\n\n\n\n<li>Collaborate with cross company departments.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Job Requirements:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>At least<strong>\u00a0<\/strong>3 years of proven experience in managing a Help Desk support department in an organizational environment \u2013 mandatory.<\/li>\n\n\n\n<li>Deep understanding of Help Desk workflows and ticketing systems \u2013 mandatory.<\/li>\n\n\n\n<li>Bachelor&#8217;s degree in a relevant field with a specialization in Information Systems \u2013 an advantage.<\/li>\n\n\n\n<li>Certifications or specialized courses in relevant IT fields \u2013 an advantage.<\/li>\n\n\n\n<li>Initiative and a desire to lead change.<\/li>\n\n\n\n<li>Leadership and project\/task management skills.<\/li>\n\n\n\n<li>Ability to work under pressure and meet goals.<\/li>\n\n\n\n<li>Experience dealing with challenges and overcoming resistance.<\/li>\n\n\n\n<li>A proactive approach to problem-solving.<\/li>\n\n\n\n<li>Extensive technical knowledge in the streaming and gaming field and the ability to assist the team when needed.<\/li>\n\n\n\n<li>High proficiency in English (speaking, writing, and reading).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Skills:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conflict and crisis management.<\/li>\n\n\n\n<li>High availability.<\/li>\n\n\n\n<li>Defining and monitoring the achievement of KPIs.<\/li>\n\n\n\n<li>Implementing significant technological changes.<\/li>\n\n\n\n<li>Strong service orientation and teamwork capabilities.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Flexibility and adaptability to change<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-luminous-vivid-amber-background-color has-background wp-element-button\" href=\"https:\/\/vivogaming.bamboohr.com\/careers\/40\">APPLY NOW<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are looking for a DevOps engineer to manage our company\u2019s local networks, server infrastructure and system provisioning. The primary duties are guarantying the operational status of the different studios according to our SLAs.&nbsp; Medellin, Antioquia Role responsibilities We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":20364,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[50],"tags":[51],"class_list":["post-20397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-careers","tag-careers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Medellin Support Manager | Vivo Gaming<\/title>\n<meta name=\"description\" content=\"We are looking for a DevOps engineer to manage our company\u2019s local networks, server infrastructure and system provisioning.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta 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