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

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Opublikowana 2012-03-01
Wyświetlona: 5488 razy