Senior Channel Manager responsible for recruiting, enabling, and growing business partners for BPOD latam. Achieve sales objectives while overseeing training initiatives and performance metrics in São Paulo.
About the role
- Providing IT service management and support for clients in a hybrid role. Join a leading cybersecurity company ensuring data protection and security for various sectors.
Responsibilities
- Receiving, processing and responding to service requests via phone, email or the ticketing system
- Assessing and classifying incidents and requests according to their priority
- Communicating agreed solutions to external customers as part of first-level support
- Documenting and escalating requests to downstream teams/functions
- Actively tracking open incident tickets with the aim of resolving issues within time and quality targets
- Activating, documenting and monitoring runtimes of 3rd-party services and licenses
- Assisting with the preparation of service and warranty extension contracts
- Ensuring SLA compliance and escalating deviations, as well as preparing statistics, overviews and SLA reports
- Supporting the optimization of internal processes and workflows
- Maintaining service quality and customer satisfaction
Requirements
- Bachelor’s degree or completed commercial or technical vocational training
- Knowledge of ITIL V3/V4 and certification in the area
- Professional experience in IT service or IT support and experience working with a ticketing system
- Solution- and customer-oriented mindset and ability to work in a team
- Strong communication skills, reliability and organizational ability
- High quality awareness and a service-oriented approach to work
- Very good German and good English skills, both written and spoken
- Basic knowledge of long-term service and support contracts
Benefits
- Ergonomic, flexible workstations and up-to-date technical equipment and tools, as well as good coffee, water, tea, soft drinks and the obligatory fruit basket 😉
- Opportunities for shaping your role and career development and professional training options are proactively planned and implemented together with your manager
- We support work–life balance through flexible working models, a flexitime account and remote work options
- Your travel time is fully counted as working time
- Bridge days and the days between Christmas and New Year are days off, increasing your vacation allowance
- Christmas bonus, employer-funded pension scheme, capital-forming benefits and professional advice on salary conversion are also included in your package
- Through the company bike program “infodas on bike” with a monthly employer subsidy you can take advantage of cycling to work
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