Role Description This is a managerial IT support role where you’ll help lead after-hours service operations, support technicians, manage escalations, and ensure clients receive timely, high-quality technical support. - Own after-hours service operations, including ticket board reviews, queue management, workload distribution, and technician assignments. - Ensure tickets are acknowledged, updated, documented, and moved according to company standards and SLA expectations. - Identify and resolve stale, stuck, or SLA-risk tickets before service levels are impacted. - Oversee Priority 1 and Priority 2 incidents, serving as the primary escalation point and coordinating response, documentation, and resolution. - Verify technician attendance and availability at the start of each shift. - Provide real-time coaching, technical guidance, and operational support to technicians throughout the shift. - Support team performance through one-on-ones, performance discussions, hiring, onboarding, training, and documentation. - Ensure adherence to SOPs, documentation standards, and operational best practices. - Identify recurring issues, bottlenecks, and process improvement opportunities, partnering with leadership on root-cause analysis and service quality initiatives. - Prepare clear end-of-shift handoffs for unresolved tickets and incidents. Qualifications - Minimum of 2 years of hands-on experience in IT support within an MSP environment is required. - Must have experience handling escalated IT support tickets. Experience in management, team leadership, training, or coaching is preferred. - Well-rounded in a Windows environment, including Active Directory, Microsoft 365, DNS, Windows Server administration, Networking Diagnostics, local and cloud file recovery, drive mapping, diagnosing internet outages. - Able to provide clear, professional support over voice and chat, including assisting VIP or priority users when needed. - Careful and accurate when handling ticket documentation, user access, drive mapping, system changes, SOPs, and routine updates. - Must be located in the Philippines. - Experience troubleshooting RDP login/connectivity issues, handling Microsoft 365 security incidents or compromised email accounts, and QuickBooks-related troubleshooting is a plus. Benefits - Enjoy preset salary growth and weekly salary payments. - 100% work-from-home flexibility. Work Details - Schedule: Mon - Fri 5:00 PM - 2:00 AM EST - Employment Type: Full-time How to Apply Click "Apply" to start your application. Come and make a difference in IT support!

Role Description Lead with purpose. Support with expertise. Improve lives through meaningful work. As a Customer Support Team Lead – North LATAM, you will play a key role in delivering exceptional customer support while leading the day-to-day coordination of a team of Remote Service Engineers across the region. This position combines technical expertise, customer focus, and people leadership. - Lead and coordinate a team of Remote Service Engineers supporting customers across North LATAM. - Provide advanced remote technical support, troubleshooting, and resolution for healthcare systems and solutions. - Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective resolution. - Drive service excellence by monitoring team performance, service quality, and customer satisfaction. - Support workload prioritization, case management, and operational execution to achieve service targets. - Coach and develop team members, fostering technical expertise, customer focus, and continuous improvement. - Collaborate with other support functions to deliver seamless customer experiences. - Identify opportunities to improve processes, knowledge sharing, and operational efficiency. - Contribute to a culture of accountability, collaboration, and customer-centricity. Qualifications - Experience in technical support, customer support, service operations, healthcare technology, IT services, or related environments. - Proven experience handling customer escalations and complex technical problem-solving. - Previous experience leading, mentoring, or coordinating technical teams is preferred. Requirements - Strong technical troubleshooting and analytical skills. - Excellent communication and customer relationship management capabilities. - Ability to coach and develop team members in a fast-paced environment. - Strong organizational and prioritization skills. - Customer-focused mindset with a commitment to service excellence. - Fluent Spanish and advanced English (required). - Portuguese is a strong plus. - Experience supporting healthcare IT solutions, medical devices, imaging systems, or clinical environments is preferred. - Familiarity with service management practices and KPI-driven environments is advantageous. Education - Bachelor's Degree or Technical/Vocational Education in Engineering, Information Technology, Biomedical Engineering, Health Sciences, Computer Science, or a related field. - Equivalent experience will also be considered. Company Description We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others. - Learn more about our business. - Discover our rich and exciting history. - Learn more about our purpose.

Role Description Na Johnson & Johnson, acreditamos que a saúde é tudo. Nossa força em inovação na área de saúde nos capacita a construir um mundo onde doenças complexas são prevenidas, tratadas e curadas, onde os tratamentos são mais inteligentes e menos invasivos e as soluções são pessoais. A Johnson & Johnson está procurando um Analyst Cust Qual para se juntar à nossa equipe localizada em São Paulo. Responsabilidades: - Esta posição fornece suporte de contact center para o tratamento de reclamações e é responsável pela conformidade com os procedimentos do departamento, diretrizes específicas de privacidade por país e requisitos regulatórios, ao mesmo tempo em que atende às expectativas dos clientes com foco na experiência geral e retenção. - Avalia e resolve reclamações de produtos em nível global de acordo com os requisitos regulatórios aplicáveis, como JJVC, FDA, ISO, SOX, entre outros. Monitora a atividade de feedback utilizando os sistemas CHS e SAP para fornecer resolução de reclamações e promover a satisfação do cliente. - Documenta os arquivos com precisão. - Interage positivamente com o cliente, fornecendo educação, informações sobre produtos e serviços, além de resolução de problemas. - As funções que dão suporte a afiliadas internacionais exigem horários de trabalho baseados na cobertura necessária de acordo com os fusos horários dos países atendidos. - Pode ser responsável por monitorar ativamente o fluxo de trabalho e garantir que as reclamações sejam concluídas de acordo com as métricas estabelecidas pelo MD&D e pelo departamento. - Trabalha de forma cooperativa e colaborativa com os membros da equipe por meio de comunicação construtiva, flexibilidade e demonstra disposição para ajudar outros colegas. - Pode contribuir com equipes multifuncionais. Interage eficazmente com colegas e liderança entre diferentes departamentos. - Pode ser responsável por tarefas administrativas e técnicas adicionais, incluindo geração e monitoramento de pedidos (PO), solicitações para o help desk de TI e suporte de telefonia do call center. - Segue as políticas e procedimentos de segurança e meio ambiente e apoia os objetivos do departamento nessas áreas. - Avalia, investiga e resolve reclamações conforme exigido pelas regulamentações de GMP e outros requisitos regulatórios. (50%) - Fornece documentação de reclamações, consultas e elogios. (30%) - Atua como facilitador da conscientização de qualidade para o departamento e clientes internos. (5%) - Executa outras tarefas relacionadas conforme designado pela gestão. (15%) Qualifications - Ensino profissionalizante, certificado, técnico ou curso superior de tecnologia (associado). - 2 anos de experiência em atendimento ao cliente/relacionamento. - Fortes habilidades interpessoais, organizacionais e de multitarefa. - Funções que apoiam afiliadas internacionais exigem habilidades eficazes de comunicação escrita e oral em inglês, espanhol e português. Benefits - Há mais de 130 anos, a diversidade, equidade e inclusão (DEI) faz parte da cultura Johnson & Johnson e está presente na forma como fazemos negócios todos os dias. - Enraizados no Nosso Credo, os valores da DEI alimentam a nossa busca por criar um mundo mais saudável e equitativo. - A nossa força de trabalho diversificada e a nossa cultura de pertencimento aceleram a inovação para resolver os desafios de saúde mais complexos do mundo. - Promovemos uma cultura de inclusão e pertencimento onde todas as perspectivas, capacidades e experiências são valorizadas e as nossas pessoas podem atingir o seu potencial.

Role Description This position provides a one-to-one customer service experience for UPS Healthcare accounts in Latin America. The team will be responsible for supporting Brazil, Mexico, Puerto Rico, Colombia, Dominican Republic & Costa Rica in English, Spanish, or Portuguese. - Analyzes and resolves problems, solves tracing and claim inquiries, and maintains ownership of customer situations through resolution including follow-ups and making outbound calls. - Builds and maintains relationships with related internal functions (i.e., Sales, Billing, Delivery Information and Operations) and external customers (Shippers and Receivers). - Analyzes and resolves Healthcare account issues. Qualifications - Excellent communication skills. - Proficiency in English, Spanish, and Portuguese. - Flexible and eager to learn. Requirements - High English proficiency. - Availability: Monday to Friday 6AM to 8PM, excluding US Major Holidays. - 44 hours per week. - Employee Type: Permanent. Benefits - UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.