IT Customer Care Coordinator

This is a fully remote position, open to applicants in Uruguay.

📋 Description

• Act as the main point of contact between clients and technical teams throughout the incident management process.

• Conduct technical analyses to determine incident impact, urgency, and potential root causes.

• Facilitate resolution efforts in collaboration with Backend, Product, and QA teams.

• Reduce client impact while ensuring compliance with SLA/OLA agreements.

• Lead and document reviews following incidents.

• Promote continuous improvement and implement preventive measures.

• Keep runbooks, knowledge bases, and process documentation up to date.

• Supervise the onboarding, training, and technical assessment of Customer Support agents.

• Manage the processes for escalating incidents.

• Enhance incident management workflows, tools, and collaboration across teams.

• Engage in after-hours incident management as part of a global 24/7 support structure.

⛳️ Requirements

• Exceptional written and verbal communication skills in both English and Spanish.

• Over 3 years of experience in Incident Management, Technical Support, or Customer Success roles within technology-focused environments.

• Strong proficiency in databases (SQL / NoSQL), REST APIs, and SOAP services.

• Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js.

• Knowledge of at least one programming language.

• Experience with third-party integrations.

• Demonstrated ability to manage multiple incidents concurrently while ensuring compliance with SLAs/OLAs.

• Capability to quickly evaluate situations, identify root causes, and implement effective solutions.

• Strong organizational and coordination skills.

• Excellent communication skills for both technical and non-technical audiences.

• Ability to remain composed under pressure and manage high-stress scenarios.

• Proactive and self-driven with the ability to adapt to change.

• Availability to work from Thursday to Monday, between 14:00 and 23:00 Uruguay time.

🏝️ Benefits

• Opportunity to engage with cutting-edge technology.

• Work on robust, high-availability systems that handle significant loads and concurrency.

• Opportunity to contribute to projects vital for Toolbox's success.

• Flexibility to switch products as the portfolio evolves.

• Continuous opportunities for learning and professional development.

• A diverse environment that embraces various perspectives, ideas, and cultures.

• Involvement in a global 24/7 support structure.