Who are we?
We are a globally expanding software technology company that helps brands communicate more effectively with their audiences. We are looking forward to expand our people capabilities and success in developing high-end solutions beyond existing boundaries and establish our brand as a Global Powerhouse.
We are free to work from wherever we want and go to the office whenever we like!
What is the role?
We are looking for a Customer Care Team Leader to take part in our team. Customer Care Team Leader is responsible for providing customer support, leading Local/International Customer Care Team. An important responsibility of a Customer Care Team Leader is to help develop guidelines and procedures to improve the quality of help their team delivers.
What you’ll be responsible:
- Set up, manage, and evaluate end to end Service Desk processes and workflows
- Align Service Desk activities with industry standard or framework such as ITIL
- Possess strong analytical and problem solving skills in order to troubleshoot issues in a logical and effective manner
- Develop and maintain collaborative relationships with internal and external customers
- Acting as escalation point for all requests and incidents handled by the service desk
- Monitoring customer communications and follow-ups the areas in which communications need improvement
- Provide data and reporting of KPI’s and trend reports ad-hoc, weekly, monthly and as needed to drive support ticket reviews and develop strategies for improvement
- Preparing work schedules to verify that sufficient employees are available handle local/international customer tickets
- Maintaining and usage of FAQ and other knowledge data bases for support
- Provide help desk support after the implementation of the new product/project for SaaS/On-Premises customers
- Lead, coach, and motivate team members on a proactive basis
- Address customer complaints to obtain timely resolutions
- Maintain or exceed Service Level Agreements based on Key Performance Indicators (KPIs) and other department goals
- Participate in root cause analysis to obtain long term solutions to improve customer support quality
We are looking for a passionate talent who has;
- University degree in Computer Science or a related field
- 5+ years professional experience in IT Support/IT Service Management field
- Supervision of five or more employees preferred
- ITIL,COBIT or equivalent Certification is a major asset
- Familiarity with project management tools and/or software packages
- Performance analysis and debugging in Linux environment and/or Kubernetes,
- Experience with Unix/Linux operating systems internals (e.g. filesystems, system calls), and with networking or cloud systems,
- Experience analyzing and troubleshooting systems,
- An understanding of OS and distributed systems concepts, network concepts (OSI model, and etc.)
- Knowledge of SDLC and DevOps Concepts
- Configuring and supporting windows and Linux based servers and applications
- Develop and maintain automation tools to reduce manual operational tasks Strong hands-on experience with management and clustering of Redis, RabbitMQ.
- Strong expertise with PostgreSQL management operations (Backup, performance tuning, maintenance)
- Experience with NoSQL databases (MongoDB)
- Experience working in a team-oriented, collaborative environment
- Strategic. operational, and technical marketing &management skills
- Rapidly adapt and respond to changes in environment and priorities
- Detailed problem-solving approach, coupled with effective interpersonal skills and a sense of drive
Join our team!