Ticket Manager

Job not on LinkedIn

🔥 10 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SolvePlan

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

SolvePlan is a company founded in 2012 that specializes in providing solutions for budget planning, corporate consolidation, results publication, and analytics. The company focuses not just on technology, but on enhancing business value through four key dimensions: People, Processes, Technology, and Governance. SolvePlan has delivered over 200 solutions to more than 90 clients, accumulating over 280,000 hours of project work, and has earned the status of a Gold SAP partner, recognized for their excellence in the SAP ecosystem.

📋 Description

• Receive, classify, and prioritize customer tickets (incidents, requests, and improvements) based on criticality and the contracted SLA. • Assign tickets to internal consultants and specialists and track progress through resolution. • Lead the escalation process when there is a risk of SLA breach or a critical customer impact, engaging the appropriate leaders. • Keep customers informed about ticket status through clear, proactive, and empathetic communication. • Validate the solution with the customer and formally close tickets, ensuring that all information is properly documented. • Prepare, analyze, and present weekly and monthly reports and dashboards with metrics such as ticket volume, SLA compliance, backlog, average resolution time, and recurrence. • Identify recurring ticket patterns and root causes, and propose process improvements in collaboration with the technical team. • Support the organization and ongoing update of the knowledge base and service workflows.

🎯 Requirements

• Demonstrated experience in ticket management, service desk, support, or customer service operations (minimum of 2 years). • Experience with ticketing tools (e.g., Jira Service Management, ServiceNow, Zendesk, GLPI, or similar platforms). • Knowledge of SLA management, incident prioritization, and escalation processes. • Advanced proficiency in Excel or BI tools for building and analyzing reports and dashboards. • Strong verbal and written communication skills, with experience in direct customer interaction. • Bachelor’s degree completed or in progress in Information Systems, Information Technology, Business Administration, or a related field. • Knowledge of the SAP ecosystem. • Experience in consulting firms or AMS operations. • ITIL certification (Foundation or higher). • Intermediate English proficiency.

🏖️ 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.