Job experience: 3-6 years
Type of employment: Full time
Key responsibilities:
- Coordinate the support team
- Organise the continuous & effective support process
- Organise the process of the monitoring tickets, consolidate metrics, etc.
- Control the key SLAs (answer the customers questions, resolving of tickets & so on)
- Control the internal ticket routing process
- Control the Account Knowledge Base & FAQ enrichment
Key competencies:
- Fluent English and Russian
- Experience with computer programs or IT background or experience in support team
- WARNING! During your work you will have to communicate in English very often, so if your speaking and writing English is not Fluent, please do not respond to this position!
- Strong technical experience & skills
- Strong teamleading experience & skills
- Basic business processes & product features understanding
- High responsibility for personal and subordinate employees results
- Real experience and understanding of the base IT support methodologies and terms (ITIL/ITSM, DevOps, SLA, Request Management, Knowledge base, Service Desk, Ticket/Incident etc.)
- Customer focus and positive company service image making
- Proactivity, independence, problem solving, communication skills
Conditions:
- Flexible working schedule
- Technological and soft skills training and workshops
- Opportunity for professional and career development
- Friendly team
- Location: Customer Office/Work from home
Annual paid courses of improvement of knowledge level
Annual bonus
Medical insurance after 1 year in company