1.274 Empregos para Gestão De Call Center - Brasil

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio
  
  

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value
• Strong influence and negotiation skills
• Self-motivated
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%
  
  

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

The Director of Technical Customer Support Focused Services will lead the LATAM team of highly experienced support teams delivering high touch services across the Palo Alto Networks security platform. These teams are focused on delivering outcome-based high touch support engagements to our largest, most strategic customers. You will collaborate with Account Teams, Engineering, NPI and Customer Success to create long-term support strategies required to successfully deliver cybersecurity support outcomes.

Your Impact

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio
  
  

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value
• Strong influence and negotiation skills
• Self-motivated
• Excellent communication skills, both written and verbal, and presentation skills to build and to deliver presentations to internal audiences and customer audiences that include Sr. Executives
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%
  
  

• Seniority level Director

• Employment type Full-time

• Job function Consulting
• Industries Computer and Network Security

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• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio
  

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value
• Strong influence and negotiation skills
• Self-motivated
• Excellent communication skills, both written and verbal, and presentation skills to build and to deliver presentations to internal audiences and customer audiences that include Sr. Executives
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%
  

• Leadership - Manage the delivery of a global service team delivering complex, multi-product services engagements
• People Management - Set annual performance objectives for the team, ensure performance management processes are adhered to - provide continuous feedback to managers and individual contributors
• Thought Leadership - Able to inspire the team to act as their customers’ trusted technical advisor
• Build and Scale the Team - Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy
• Building Strategy - Establish the services delivery strategy, partnering with the account team on the adoption process where services can help
• Strategic Thinking - Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities
• Results Leadership - Successfully driving the team to deliver goals and objectives as planned - completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives - Leading the team to make progress and to deliver on commitments
• Business Development - Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements
• Business Management - Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business
• Operations - Enhance the processes and tools for service delivery - Establish internal and external reporting cadence by monitoring and responding to key KPI’s
• Collaboration - Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery
• Technical Expertise - Ability to understand PANW solutions on a broad level and apply knowledge of the Cybersecurity industry to provide guidance to the team, collaborate with sales and other functions in the organization to provide guidance to customers so that customers successfully consume and leverage their purchased product portfolio
  

• 10+ years of overall experience in the cybersecurity and Technical Customer Support in a TAC environment is preferred
• 5+ years of senior leadership or managerial experience is required - This includes leading large teams, managing projects, and overseeing cybersecurity initiatives
• Customer-facing services delivery experience, preferably in a technology company
• Experience in partnering with account teams to drive successful platform adoption by applying the appropriate services and levels of support
• Understanding of how financial performance contributes to bookings, revenue, and margin in the services business
• Experience leading a growing organization
• Proven experience building excellent client relationships, leading customer-facing teams to delivery services that add value
• Strong influence and negotiation skills
• Self-motivated
• Superb organizational skills - planning, directing, risk identification, risk management, risk mitigation, execution, coaching others
• "Whatever it takes" attitude and motivation to deliver on organization goals and to be invested in the development of the broader services organization and the services delivery team
• Travel requirements - 25-30%
  

Company Description

We are SkillOnNet, we are leading the igaming entertainment by providing our customers with the most entertaining and trustworthy experience possible, while also reinventing the gambling industry. We are home to more than 30 well-known brands, including PlayOJO, DruckGluck, BacanaPlay, Genting, and many more. We are committed to long-term development and sustainability, and we are trying to revolutionise our industry for the benefit of our players, ourselves, and the entertainment industry as a whole.

Job Description

As a Customer Support Agent, you will interact with customers and assist them with their inquiries. You would be representing the company, thus you must possess a vibrant and responsible character, as well as the capacity to work in shifts.

Your Responsibilities

• Communicate effectively with customers in their preferred language.
• Maintain high-quality standards with attention to detail and accuracy.
• Deliver exceptional customer experiences, resolving issues during the first contact.
• Clarify and resolve product or service concerns by identifying issues, explaining solutions, and ensuring follow-ups for resolution.
• Respond professionally to inquiries via Webchat, Email, and Phone.
• Escalate customer requests when necessary and ensure timely follow-up.
• Investigate customer concerns thoroughly to provide satisfactory outcomes.
• Champion and promote a “Safer Gaming” philosophy.
• Stay informed about current rules, processes, and licensing requirements.
• Collaborate with team members to achieve shared goals.
• Go above and beyond to create meaningful customer interactions.
• Participate actively in onboarding programs to enhance your skills and knowledge.

What We’re Looking For

• Fluency in English and native proficiency in Portuguese. Additional languages are a plus.
• Prior customer service experience is welcomed but not essential, as we provide comprehensive in-house training.
• Strong communication and active listening skills, with the ability to connect with diverse individuals.
• Customer-focused with adaptability to handle various personality types.
• Competence in using computers, including proficiency in touch typing.
• Resilience to perform well under pressure.
• A responsible, conscientious, and accountable approach to work.
• Flexibility to work shifts when required.

What’s in It for You?

• A welcoming and inclusive work environment.
• Competitive salary package.
• Monetary vouchers for birthdays and other special occasions.
• Engaging company activities, such as monthly lunches, team gatherings, competitions, and more.
• Opportunities for professional growth within one of the world’s leading iGaming organizations.

What It’s Like to Work at SkillOnNet

At SkillOnNet, people come first. Our global culture is grounded in a “family-oriented” ethos where every individual feels valued and supported. We prioritize providing employees with access to relevant tools, benefits, and opportunities to thrive professionally and personally.

Join us and become part of a team that’s making a difference in the world of iGaming!

Your Title: Customer Support Specialist

Job Location: Brazil Remote

Our Department: Transportation

What You Will Do

• Provide basic technical support regarding all inquiries and requests concerning our platforms via ticketing system, phone and/or email.

• Maintain multiple ticketing queues/mailboxes alongside of other team members.

• Take and record incoming phone calls.

• Provide training for key users and ensure the continuous support of the users of our systems.

• Complete integration of new carriers onto the platforms, requiring expert communication of interface configurations, project specifications, and coordination of system launch.

• Work closely with the other team members in various departments.

• Administrative tasks, such as preparation of internal and external reports or preparation of tasks for the infrastructure and development teams while maintaining time constraints.

• Gather customer information and documentation of all interactions through a ticketing tool.

• Become one of the main contacts for new and existing customers.

• Meet deadlines of all projects.

What Skills & Experience You Should Bring

• Portuguese language proficiency is a MUST.

• Bachelor of Business Administration and/or 2+ years in customer support is desirable.

• Solid understanding of how systems interface with other applications.

• Proficient in MS Office products and navigating internet resources.

• Experience with ERP systems will be an asset.

• Fast technical comprehension.

• Excellent customer focused mentality.

• Outstanding communication and interpersonal skills.

• Self-motivated and solution-oriented team player.

• Organizational skills and initiative.

• Ability to multitask and work in a fast-paced environment.

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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