IT Customer Care Coordinator

Job not on LinkedIn

🔥 0 minutes ago

🇺🇾 Uruguay – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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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Toolbox

WebsiteLinkedInAll Job Openings

51 - 200 employees

📱 Media

☁️ SaaS

📡 Telecommunications

Media • SaaS • Telecommunications

Toolbox is a leader in providing specialized over-the-top (OTT) technology solutions for TV operators and content providers. They offer end-to-end solutions for developing and enhancing OTT and independent products to help businesses thrive in the digital landscape. Toolbox's offerings include user authentication and authorization services, unified payment integration, centralized integration for subscriber acquisition, and intelligent content integration. They also focus on providing a seamless content distribution experience with their affiliate and pay solutions, sports hub for OTT sports content, live streaming capabilities, and content protection with DRM and encoding. Toolbox aims to optimize business models and enhance platform performance for its clients in the digital world.

📋 Description

• Serve as the primary liaison between clients and technical teams throughout the incident lifecycle • Perform technical analysis to identify incident impact, urgency, and possible root causes • Coordinate resolution efforts with Backend, Product, and QA teams • Minimize client impact and ensure SLA/OLA compliance • Lead and document post-incident reviews • Drive continuous improvement and preventive strategies • Maintain and update runbooks, knowledge bases, and process documentation • Oversee onboarding, training, and technical evaluation of Customer Support agents • Manage incident escalation processes • Improve incident management workflows, tools, and cross-team collaboration • Participate in after-hours incident management within the global 24/7 support structure

🎯 Requirements

• Excellent written and verbal communication in English and Spanish • 3+ years in Incident Management, Technical Support, or Customer Success roles in technology-driven environments • Strong understanding of databases (SQL / NoSQL), REST APIs, and SOAP services • Familiarity with Node.js, MongoDB, Kubernetes, Docker, and React.js • Knowledge of at least one programming language • Experience with third-party integrations • Proven ability to manage multiple incidents simultaneously and ensure SLA/OLA compliance • Ability to quickly assess situations, identify root causes, and drive effective solutions • Strong organizational and coordination skills • Excellent communication across technical and non-technical audiences • Ability to remain calm under pressure and manage high-stress situations • Proactive and self-motivated attitude with adaptability to change • Availability to work Thursday through Monday, 14:00–23:00 Uruguay time

🏖️ Benefits

• Opportunity to work with cutting-edge technology • Work on robust, high-availability systems handling high load and concurrency • Opportunity to work on projects critical to Toolbox's success • Chance to switch products as the portfolio evolves • Continuous learning and improvement opportunities • Diversity of perspectives, ideas, and cultures • Participation in a global 24/7 support structure