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Technical Support Manager

3 miesięcy temu

Warszawa, mazowieckie, Polska Klient Just Join IT Pełny etat

Szczegółowy opis obowiązków

  • Zarządzanie zespołem specjalistów wsparcia technicznego w branży oprogramowania medycznego pracującym z klientami z całego świata
  • Planowanie i wyznaczenie celów, podsumowywanie pracy zespołu
  • Wsparcie Partnerów biznesowych w korzystaniu z oprogramowania tworzonego przez firmę (wsparcie przy analizie i rozwiązywaniu problemów, kontakt z Partnerami, obsługa infolinii)
  • Współpraca z innymi działami w celu rozwiązywania problemów technicznych zgłaszanych przez klientów
  • Wypracowywanie i wdrożenie procesu wsparcia Klienta przy zmianach produktów lub wdrażaniu aktualizacji oprogramowania
  • Nadzór, monitorowanie i udział w realizacji projektów związanych z automatyzacją w tym tworzenie skryptów, monitorowaniem procesów realizowanych w zespole, rozwijanie systemu ticketowego
  • Analiza danych i raportów ze środowisk produkcyjnych na potrzeby klientów wewnętrznych i zewnętrznych
  • Odpowiedzialność za billingi

Wymagania i doświadczenie

  • Wyższe wykształcenie techniczne
  • Doświadczenie w zarządzaniu zespołem supportowym pracującym w międzynarodowym środowisku (nice to have: klienci z całego świata)
  • Doświadczenie w budowaniu zespołów i procesów support
  • Min. 4 lata doświadczenia na stanowisku związanym ze wsparciem technicznym klienta, rozwiązywaniem problemów z oprogramowaniem lub podobnym
  • Bardzo dobra znajomość języka angielskiego w mowie i piśmie, min. C1
  • Bardzo dobra znajomość SQL
  • Umiejętność programowania w jednym z języków obiektowych/ skryptowych
  • Umiejętność budowania relacji z klientem
  • Umiejętność planowania i organizowania pracy zespołu
  • Umiejętności komunikacyjne
  • Umiejętność analitycznego myślenia