Просмотр вакансии

Profitero Ltd is inviting Support Department Lead to provide technical product support for our English-speaking clients from Europe and USA.

We are searching for a positive and active person with fluent English, self-starter who is flexible and works well with everyone from entry-level employees to upper management.

Responsibilities:

• Following up on any outstanding issues with customers to brief them on progress, status and estimated resolution time/date
• Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
• Troubleshoot and resolve all clients' problems, escalates issues to Delivery and Product teams
• Manage Support Team to track all open service issues and cases and be able to provide immediate updates on the situations
• Communicate regularly within the company to keep clients informed on service processes and new features
• Lead documentation processes, FAQs, and inventory of assets

Our expectations:

• Minimum 5+ years experience in technical support department
• Upper English (both spoken and written), knowing of other languages is advantage
• Experience with Jira bug tracking system and knowledge of remote desktop support tool
• Strong communication and negotiation skills
• Excellent interpersonal skills, ability to work well independently and in the team: collaboratively with employees within different departments
• Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
• Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
• Ability to to work well with stringent deadlines and possess good organizational skills to handle multiple tasks/projects simultaneously
• Strong troubleshooting skills
• Success with providing support and problem resolution with unfamiliar systems, software and a passion for solving problems long-term
• Ability and desire to deal with unfamiliar systems, create documentation for Support department
• Strong computer skills, including Windows, MS Office, and scheduling software
• Attentiveness to details

We offer:

• Working on the company's own product highly demanded worldwide, one of the industry leader
• Serious level of professional development as result of high complexity of the tasks in different development and science areas
• Chance to experiment and influence the different aspects of product development process for achieving the best possible results
• Opportunity to join the team of professionals where everyone can work as effective as possible and where efforts are appreciated
• Intensive and comprehensive English language training several times a week for everyone
• Brand new, modern and comfortable office equipped with the latest technology in the centre of the city (Business Centre "Royal Plaza”)
• Convenient location and transportation. Just few minutes away from major city shops, restaurants and transport links
• Fair and attractive compensation, salary review once a year, bonuses for a good performance
• Paid lunch and dinner. Wide selection of tea and coffee, free cookies and fruit in the office