Job Summary
Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors.
Key Responsibilities
Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations.
Skill Requirements
Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors. Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations. Required Skills • Fluent in Portuguese, English, and Spanish. • Strong knowledge of incident, problem, and ticket management. • Experience with ServiceNow or similar ITSM tools. • Familiarity with iOS and Android mobile applications. • Familiarity with eCommerce platforms such as VTEX, YALO, and BEES. • Strong communication, stakeholder management, and analytical skills. Preferred Knowledge • One Sales platform support. • Understanding of order management, promotions, catalog, customer journey, and eCommerce integrations. • Experience working with vendors and cross-functional teams in multinational environments.
Other Requirements
Responsible for coordinating daily support operations for the One Sales platform and digital commerce solutions, ensuring SLA compliance and high-quality support delivery. This role acts as the main escalation point for critical incidents, supports business users, and coordinates issue resolution across internal teams and vendors. Responsibilities include monitoring support queues, managing incidents, producing operational reports, ensuring timely ticket resolution through ServiceNow, and providing guidance to Level 1 and Level 2 analysts. The role also requires active participation in on-call support rotations. Required Skills • Fluent in Portuguese, English, and Spanish. • Strong knowledge of incident, problem, and ticket management. • Experience with ServiceNow or similar ITSM tools. • Familiarity with iOS and Android mobile applications. • Familiarity with eCommerce platforms such as VTEX, YALO, and BEES. • Strong communication, stakeholder management, and analytical skills. Preferred Knowledge • One Sales platform support. • Understanding of order management, promotions, catalog, customer journey, and eCommerce integrations. • Experience working with vendors and cross-functional teams in multinational environments.