Student Technical Support Coordinator

Role Overview

• Manage and develop the Student Technical Support and Student Service team (approx. 16 employees, remote model), promoting a differentiated experience throughout the entire student journey.
• Ensure students are served with speed, quality, empathy and effectiveness, respecting SLAs, technical standards and defined experience guidelines.
• Work directly on resolving technical issues, ranging from platform navigation questions to problems with operating systems, applications, access and use of educational technologies.
• Organize and monitor the team's operational performance through monitoring sessions, continuous feedback, performance evaluations and development plans.
• Structure, lead and monitor the technical onboarding of new students, ensuring a clear, smooth and positive initial experience.
• Design, implement and follow up on motivational campaigns, recognition initiatives and actions aimed at maintaining a positive organizational climate and engaging the remote team.
• Operate in a high-volume, complex-demand environment, with the ability to adapt to dynamic scenarios and frequent process and technology changes.
• Monitor, analyze and validate performance and quality indicators, such as SLA, AHT (Average Handling Time), NPS, CSAT, FCR, repeat contacts, productivity, backlog and volume by channel.
• Conduct strategic follow-ups with NPS detractors, performing root cause analyses.
• Prepare reports, critical analyses and executive presentations for management, focusing on results, risks and improvement opportunities.
• Define and execute strategies and action plans aimed at achieving operational, technical and student experience targets.
• Act strategically in communication, negotiation and alignment with internal areas that directly impact student support (IT, Product, Academic, Finance, Registrar, Marketing, among others). Ensure compliance with internal policies, processes, management controls and best practices for technical support.
• Ensure formalization, standardization, training and continuous improvement of service and technical support processes.
• Produce reports for audits, quality and planning areas, as well as presentations of results for the operations team.

Requirements

• Bachelor's degree in Information Systems, Technology, Computer Science or related fields.
• Strategic, analytical profile, results
• and student-experience-oriented.
• Proven experience in customer technical support, preferably in digital environments, educational platforms or digital products.
• Experience managing multichannel support (chat, WhatsApp, email, ticketing, telephony).
• Solid experience in team management, preferably remote teams, with a focus on performance, engagement and development.
• Practical knowledge of web and mobile environments and operating systems (Windows, macOS, Android, iOS, Linux).
• Strong communication, negotiation and conflict management skills, with the ability to interface between technical and non-technical areas.
• Proficiency in Microsoft Office, especially Excel and PowerPoint, for data analysis and executive presentations.
• Organization, time management, decision-making and the ability to perform in dynamic, high-demand environments.

Tech Stack

• Android
• iOS
• Linux
• MacOS

Benefits

• SulAmérica medical and dental plan with national coverage, 100% company-paid.
• Wellhub (Gympass) or gym reimbursement.
• Partnership with Sesc, providing access to cultural and leisure activities.
• Starbem, Avus and Auster apps: health, well-being and comprehensive support, including psychological, financial and legal assistance.
• Meal allowance or food allowance paid through the iFood Benefits card.
• Home office allowance paid on the iFood card.
• Profit-sharing (PLR) according to current rules.
• Extended maternity and paternity leave.
• GranPix — project recognition program with awards.
• Childcare assistance.
• Full scholarship for undergraduate and graduate studies at Gran Faculdade.
• Free unlimited subscription to Gran Concursos.
• Gran Academy — corporate university for the development of Gran employees.
• Study incentive policies promoting continuous learning.
• Onboarding kit and equipment provided by Gran.
• Christmas voucher in December.
• Gran Baby kit — a gift to celebrate the birth of a baby in the family.
• M.O.M — "Momento Off Mamãe": one additional day off per year, to be scheduled with direct leadership.
• Gran School Kit — school supplies assistance.
• Inclusion allowance — exclusive for persons with disabilities (PwD).
• Petlove — pet health plan for family pets.
• Birthday day off.
• Life insurance.