Customer Care Technical Coordinator

Summary

Join Toolbox, a leading technology company, as a Client Support Specialist and play a pivotal role in ensuring client satisfaction and incident resolution. You will serve as the primary client contact, managing and resolving incidents promptly and effectively. Your responsibilities include assessing, categorizing, and prioritizing incidents, facilitating communication between clients and technical teams, and ensuring adherence to SLAs. You will also perform technical analysis, maintain comprehensive documentation, and manage resource allocation. The role demands excellent communication skills, strong technical understanding, and proven incident management experience. Success in this position requires a proactive attitude, problem-solving abilities, and the capacity to work effectively under pressure.

Requirements

• Excellent written and verbal communication skills in English and Spanish; Portuguese is optional but desired
• Ability to convey complex technical issues clearly to diverse audiences, including executive briefs to top management
• Strong understanding of technical concepts, including databases (SQL and NoSQL), REST APIs, and SOAP services
• Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js
• Demonstrated ability to quickly assess situations, identify root causes, and develop effective solutions
• Experience managing multiple incidents or problems simultaneously, focusing on meeting timelines and milestones
• Familiarity with at least one programming language and experience with third-party service integrations
• Ability to work effectively under pressure and manage high-stress situations calmly
• Willingness to learn and adapt quickly, both through formal training and independent research
• Ability to work effectively with cross-functional teams, building strong relationships to facilitate incident resolution
• Experience managing the escalation process and knowing
• Ability to convey information concisely and accurately to all parties involved
• Know when and how to escalate issues to upper management or specialized teams efficiently

Responsibilities

• Serve as the main point of contact for clients, demonstrating a customer-oriented approach
• Report status updates and collaborate on all requirements, incidents, or situations that may arise
• Assess, categorize, and prioritize incidents to determine their criticality
• Manage and resolve incidents promptly to minimize client impact while maintaining high communication standards and ensuring alignment with service level agreements (SLAs)
• Facilitate effective communication between clients and technical teams to ensure all parties are informed and aligned
• Analyze technical issues to provide clear explanations to clients and actionable insights for development teams
• Maintain comprehensive documentation of incidents, including root cause analysis, resolution steps, and post-incident reviews
• Ensure adherence to agreed Service Level Agreements (SLAs) with clients and Operational Level Agreements (OLAs) internally
• Measure and report SLA and OLA performance both internally to upper management and externally to clients
• Assess when to escalate issues to higher management or specialized teams and manage the escalation process effectively
• Ensure necessary resources and personnel are allocated to effectively manage and resolve incidents
• Own and manage the incident process, tools, and priorities, ensuring efficient operation and continuous improvement of incident management practices
• Participate in post-incident reviews and contribute to developing strategies to prevent future incidents
• Be prepared to handle incidents outside regular office hours as part of a 24/7 support commitment