• 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
• Ongoing opportunities in international company
• European democratic management style
• Trainings and business trips abroad
• Language classes (English, Polish)
• 24 working days paid vacation
• Wide benefits and compensation package which includes one or several items according to your choice: paid lunches, access to gym/swimming pool, medical insurance and many other
• Office with comfortable workplaces in top class building facilities
•
• Social events for you and your family
• 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
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.
In your resume please allow our company to use your personal data.