Global Support Lead

For our Client, international IT company, which provides high – quality software solutions, we are currently looking for:

Global Support Lead

Location: Kraków (woj. małopolskie)

The Support Lead role is a full-time, remote technical support position, aimed at
providing customers with in-depth support and troubleshooting for the company
software products and solutions.

Main duties:

• leading and mentoring a group of company Technical support specialists on level 1-2
• managing assigned accounts within the scope defined in Support process
• allocating, monitoring, and directing Support resource activities
• supporting company customers via phone or e-mail according to company Technical support procedures
• resolving problems reported by customers according to company Technical support procedures
• developing fixes to small customizations of company systems and solutions under the supervision of company technical management
• delivering incident resolution to customers within Service Level Targets
• monitoring open case status and corrects discrepancies
• identifiyng process improvement opportunities
• assisting in training other Help Desk Support tiers
• designing, architecting and developing customized company systems and solutions
• evaluating potential risks and communicating them to Technical Support Manager and Product Manager
• making regular reports, identifying and diagnoses issues and needs, escalating to resolve in both company and Customer organization
• escalating customer or personnel issues to Technical Support Manager
• supporting company customers on-site when necessary

• directing installation of Customer test environments and Support Tools as necessary

Requirements:

• master’s degree in the related field, preferably Computer Science or Engineering with strong course work in application design and development
• minimum 2 to 4 years’ experience in software industry or equivalent
• knowledge of C++ or C# and MS Visual Studio
• familiarity with database servers (MS SQL or Oracle)
• MS Windows programming skills
• knowledgeable in Windows server based technologies
• strong customer service orientation and ability to work effectively both internally andexternally

• excellent customer service skills; ability to communicate with a caller to learn the
nature of a problem and use diagnostic procedures to determine the source of an error and resolve problems with minimum amount of escalation
• ability to handle a large volume of requests quickly and courteously with proper follow-up
• excellent problem solving skills
• fluent in English (speaking and writing)

• knowledge of IT operations, responsibilities, work flow processes and procedures are a definite plus

We offer:

• large international organization with cross-functional development opportunities
• possibility for further education – both professional and personal

• working within a dynamic, expanding development team

If you are interested in offer send your application in English to: rekrutacja@edge.com.pl with reference number GSL/pracujwit/09/11 in subject.

Please note that we will contact only selected candidates.