Global Support Lead
dla Apriso Sp. z o. o. / Kraków
Global Support Lead – Krakow, Poland
Summary:
We know that our success and market leadership depends entirely on our ability to attract, train and retain talented employees. Are you highly motivated, driven to achieve, team-oriented, ready to take advantage of unique opportunities and dedicated to customer satisfaction? Then you have come to the right place!
We’re searching for a candidate, who can come into a fast moving environment within the manufacturing software and services industry and commit to the development of new and existing features of the company product.
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.
Essential Position Responsibilities:
• Leading and mentoring a group of Apriso Technical support specialists on level 1-2
• Managing assigned accounts within the scope defined in Support process
• Allocates, monitors, and directs Support resource activities
• Supports Apriso customers via phone or e-mail according to Apriso Technical support procedures
• Resolves problems reported by customers according to Apriso Technical support procedures
• Develops fixes to small customizations of Apriso systems and solutions under the supervision of Apriso technical management
• Delivers incident resolution to customers within Service Level Targets
• Monitors open case status and corrects discrepancies
• Identifies process improvement opportunities
• Assists in training other Help Desk Support tiers
• Designs, architects and develops customized Apriso systems and solutions
• Evaluates potential risks and communicates them to Technical Support Manager and Product Manager
• Makes regular reports, identifies and diagnoses issues and needs, escalates to resolve in both Apriso and Customer organization
• Escalates customer or personnel issues to Technical Support Manager
• Supports Apriso customers on-site when necessary
• Directs installation of Customer test environments and Support Tools as necessary
Essential Position Requirements:
• 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 and externally,
• 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
Education:
• Master’s degree in the related field, preferably Computer Science or Engineering with strong course work in application design and development
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