Oferta pracy w firmie
, Kraków
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
To express your interest in the offer, please submit your resume to: rekrutacja@edge.com.pl with reference number: GSL/pracujwit/10/11 in subject.
Please note that we will contact only selected candidates.
