Job Description

NEW

Kyiv, Ukraine

Senior Technical Support Engineer

Skelia invites a Senior Technical Support Engineer for long-term and full-time employment at its service center in Kyiv, Ukraine. We are looking for an experienced problem solver with “Customer first” attitude. A strong professional being inspired by challenges, capable to build Support L0-L3 functions from scratch, ready to both roll up the sleeves and be a doer him/herself when required, as well as to take the lead, build a team and drive it to achieve the established goals.

This is a unique opportunity to become a part of the extension team of software company from UK.

Mission

Keep the customer service response within given SLAs

Supervise creation of email templates, knowledge base articles, and educational materials

Lead the review, cataloging and resolution of named customer issues

Keep to the standards of response time and resolution time

Learn the technology and business processes to enhance our resolution speed

Triage and troubleshoot technology issues

Collaborate with our technology team on solutions

Manage communication lines between the customers and our internal teams

Hold the internal team accountable to response times and completeness of solutions

Seeking opportunities to improve our customer experience by helping them utilize our solutions in a more effective manner

Establish departmental policies, processes, and standards to ensure the delivery of world-class tech support service

Recommend and implement business or process improvements, while recognizing global perspectives

Create and manage complex operational plans that result in the accomplishment of business objectives

Requirements

3+ year of proven experience in Technical Support or related field with cloud-based web applications

Aptitude for data analysis and driving team performance through established metrics

Strong organizational skills and an ability to multitask

Outstanding prioritization and workload management skills

Ability to work both independently and as a part of a team

Demonstrated ability to lead a team in a fast-paced environment

Excellent presentation, facilitation, negotiation skills (both verbal and written)

Strong verbal and written communication skills; communicating in a clear, constructive, and professional manner

Business fluent English level

Skelia Offers

Skelia offers - for job sections

 

 

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