Head of Technical Support (вакансія неактивна)

About us:

ENESTECH develops B2B SaaS software for esports businesses with headquarters in Kyiv.
The core product is called SENET — a cloud based solution, management software for PC console-based gaming arenas. Senet is used by 1800+ gaming centers in over 58+ countries worldwide.
Our solution helps automate the process, simplify accounting for finances, optimize staff time, establish communication with customers and increase profits. Our development team regularly updates the software and improves it in accordance with the latest technologies and trends.

About the role:

We are looking for a Head of Technical Support Department to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner.

The main responsibilities:

• management of a technical support team consisting of 16 people (the team could grow);
• organization of work in shifts;
• building communication between the support department and other departments of the company (development teams, etc.);
• creation and promotion of a strategy for the development of the department in connection with the rapid growth of the company and entry into new markets;
• maintaining and analyzing statistics on customer requests;
• participation in activities aimed at improving the quality of service (education, trainings, working out negative cases/complaints);
• HelpCenter development (knowledge base for clients and internal wiki for employees);
• working to improve reporting on the work of the department.

Requirements:

• Work experience in a similar position, or work experience as a team lead (2+ years);
• experience in IT product company;
• English — at least upper-intermediate level — to conduct correspondence and calls in English;
• experience with Windows at the system administrator level;
• experience with Zendesk, or other helpdesk systems;
• experience with Jira, or other bug tracking systems;

Professional skills:

• ability to understand business processes within the company;
• willingness to learn a large complex product, dive into details;
• the ability to conduct several tasks in parallel and correctly prioritize them;
• customer focus.

Would be a plus:

• an understanding of how cyber arenas work, general knowledge about the computer clubs;
• knowledge of ITIL methodology;
• experience with Excel/Google sheets.

We offer:

• Interesting and fast-growing product;
• possibility to implement your ideas and improve processes;
• professional team;
• Work schedule 10:00-19:00 (8 hours workday);
• office location is in Kyiv, Pozniaky metro station;
• free English courses at the office;
• 18 workdays paid vacation and 12 workdays sick leaves;
• after 6 months of work medical insurance is enabled;
• internal and external events;
• the office is equipped with everything necessary, from gaming chairs to the kitchen with snacks;
• a friendly team of people who like not only working together, but also spending time together after work.

Come on board, and let’s grow together!

P.S. Watch the video to understand what SENET software is:)