Ticket Manager

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

📋 Description

• Manage, categorize, and prioritize customer tickets (incidents, requests, and improvements) according to urgency and the agreed SLA.

• Delegate tickets to internal consultants and specialists while monitoring their progress until resolution.

• Oversee the escalation process if there is a potential SLA violation or significant impact on the customer, involving the necessary leadership.

• Keep customers updated regarding ticket status through clear, proactive, and empathetic communication.

• Confirm the solution with the customer and officially close tickets, ensuring thorough documentation of all information.

• Compile, analyze, and present weekly and monthly reports and dashboards featuring metrics such as ticket volume, SLA adherence, backlog, average resolution time, and recurrence.

• Detect recurring ticket trends and root causes, suggesting process enhancements in partnership with the technical team.

• Assist in organizing and continuously updating the knowledge base and service workflows.

⛳️ Requirements

• Proven experience in ticket management, service desk, support, or customer service operations (at least 2 years).

• Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk, GLPI, or similar tools).

• Understanding of SLA management, incident prioritization, and escalation procedures.

• Advanced skills in Excel or BI tools for creating and analyzing reports and dashboards.

• Excellent verbal and written communication abilities, with experience in direct customer engagement.

• Bachelor’s degree completed or currently pursuing in Information Systems, Information Technology, Business Administration, or a related field.

• Familiarity with the SAP ecosystem.

• Experience in consulting firms or AMS operations.

• ITIL certification (Foundation or higher).

• Intermediate proficiency in English.

🏝️ Benefits

• Comprehensive health insurance – Bradesco Saúde.

• Dental insurance.

• Psychological support, nutritional counseling, and telemedicine platform.

• Corporate wellness program – access to a gym network and wellness apps (Wellhub).

• Pharmacy discount.

• Meal and/or food allowance.

• Childcare or nanny assistance.

• Life insurance.

• Birthday month day off.

• Home office allowance.

• Company-funded courses and certifications.

• University partnerships (MBA USP/ESALQ).

• Employee referral program.