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Lead Technical Support Specialist

2 tygodni temu


Kraków, Lesser Poland HCLTech Pełny etat
How You'll Make a Difference

In this role, you will drive continuous improvement initiatives for support processes, workflows, and identify opportunities for innovation, automation, and efficiency enhancements. You will also provide technical assistance to the team members in resolving customer issues.

Main Responsibilities:
  1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
  2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
Requirements:
  • Experience in 2nd Level Support (Incident-, Change, Problem Management).
  • ITIL process know-how (if possible: ITIL foundation certification).
  • Technical SAP knowledge.
  • Very good communication skills.
  • Team player.
  • Self-reliant.