Caspio’s do-it-yourself cloud application platform replaces traditional coding with intuitive point-and-click tools, empowering business users to create custom web and mobile applications fast, securely and without programming. Our customers include The New York Times Company, ESPN, Harvard University, Comcast, American Red Cross and ABC News.
24 декабря 2020

Technical Support Manager (вакансия неактивна)

Днепр

Необходимые навыки

— BA/BS Degree in Business, Computer Science, or in a related field.
— At least 3 years of experience managing and leading a team within a PAAS, SAAS, or web application company.
— 5+ years of experience in a technical support role handling escalations and resolving complex technical issues on various support channels.
— Strong proficiency in relational databases, including database design and table relationships.
— Demonstrated knowledge of web programming technologies and languages including HTML, CSS, JavaScript, and SQL queries to troubleshoot, modify, and debug web applications.
— Demonstrated experience attracting, managing, developing, coaching, evaluating, and retaining staff.
— Experience in tactical planning, organization, and execution to advance departmental goals and objectives.
— Strong communication and interpersonal skills with a demonstrated ability to listen and empathize with others, convey confidence, resolve conflict, and build trust and loyalty.
— Ability to diagnose and diffuse situations to solve customer concerns both directly and indirectly through the team.
— Excellent presentation skills with the ability to interact with technical and non-technical audiences.
— Strong cross-functional and team-building skills with an ability to manage effectively up, down, and across an organization, including global, remote teams.
— English Upper-Intermediate+

Предлагаем

— Competitive salary rates.
— Friendly atmosphere and driven colleagues.
— Comfortable work space, rest area, office cafeteria.
— Paid vacations (20 working days) and sick leaves (5 days).
— Health insurance that includes gym, swimming pool, massages.
— An Agile environment where your ideas are welcome.
— Talented international team just as passionate and goal-oriented as you.

Обязанности

— Efficiently manage daily metrics, resources, priorities, and risks for the team across all channels while maintaining service standards, SLAs, customer satisfaction, and customers’ expectations.
— Serve as the final point of escalation to resolve complex issues with a focus on customer retention and triage with cross-functional teams.
— Identify technical support trends and define customers’ needs to communicate with internal teams as a customer advocate.
— Define and monitor departmental metrics to track SLA and relevant KPIs to demonstrate impact of support programs and channels.
— Analyze, identify, and implement processes and best practices to continuously improve support quality, productivity, customer satisfaction, and reduction of costs.
— Develop, improve, and document departmental guidelines, schedules, FAQs, and guides / tutorials for internal and external use.
— Manage participation of team in UAT during release periods and communication of feedback for internal teams.
— Educate team to appropriately distinguish, promote, and upsell products and features, recommend Professional Services consultations, and other revenue opportunities.
— Keep current with new product features and provide technical and product knowledge and leadership for the department.
— Recruit, hire, train, and manage knowledgeable and service-oriented teams to meet and exceed departmental goals and objectives.
— Coach and mentor employees to ensure services and product expertise are delivered in alignment with the organization’s values.

О проекте

Caspio — американская продуктовая компания с 20-летней историей и главным офисом в Кремниевой долине, первооткрыватель в сфере разработки облачных платформ.
Решение Caspio подходит высокотехнологичным компаниям, которым необходимо создавать собственные многофункциональные приложения для оптимизации бизнес-процессов.

Caspio поддерживает свыше 1 000 000 приложений и более 5 000 клиентов в 110 странах мира. Среди них The New York Times, Philips, Reebok, Verizon и другие лидеры отраслей.

Горячие вакансии

Все вакансии