— 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 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+
— 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.
— 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.
Caspio — американская продуктовая компания с
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.