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Manager L2-L3 support IRC235654
| Job: | IRC235654 |
| Location: | Ukraine |
| Designation: | Consultant |
| Experience: | 5-10 years |
| Function: | Engineering |
| Skills: | IT Support, Monitoring and Logging, Operations Support, SQL, Team Leading |
| Work Model: | Remote |
Description:
We are seeking to hire an experienced services team engineer to lead our Support team.
Are you a talented Application Support Manager who can coordinate and motivate the Team, has a passion and desire for customer service, and excels in their role? Application Support Lead will be responsible for providing technical solutions and advice for the software products provided by the business. The role is instrumental in working with the L1 support teams and delivering improvements in customer support and experience
The right candidate should be a natural problem-solver and a strong communicator. This person will work in close collaboration with R&D, Customer Success, and Product Teams. This role will be engaged in cross-platform projects and strongly influence the product’s evolution by providing valuable feedback to help shape the future of our product development.
This is an exciting time to be part of a growing platform development team where you will be able to make a difference and realize personal development.
About customer, project
Our client is a business solutions company that provides technology and marketing support to enhance the consumer’s experience and the operational efficiency of a car wash. Client provides the business “know-how” to transform most car washes into profitable, thriving businesses.
As a leading provider of “turnkey” car wash solutions, our clients’ suite includes a complete offering of fully customizable point of sale and tunnel control software. Client provides hardware, support, and business solutions, including human resources, marketing, and solution-specific site-improvement planning.
You would be surprised by the complexity of technological solutions in a modern car wash!
Requirements:
* Managerial experience is a must
* 2+ years of experience as a Customer Support Team Leader / Manager (L1, L2, or L3)
* 3+ years of experience with technical support/customer support / technical account management
* Fluent in English is a must
* Good skills in building business relations with Management, teammates, and colleagues
* Good understanding of ITIL, ITSM
* Structured and process-oriented
* Computer Science fundamentals knowledge
* Good reporting and prioritization skills
* Exceptional troubleshooting, problem-solving, customer service, and analytical skills
* Self-learning ability, self-motivated, and team player
* Strong HW/SW problem-solving and troubleshooting skills
* Experience in SQL querying and managing data
* Ability to perform log-level analysis
* Ambition to learn new systems, procedures, and techniques in a short time
Job Responsibilities:
* Lead 2 international Support Teams(Ukraine and India)
* Act as L2-L3 Support Team Manager, which means assessing issues and providing solutions for problems that cannot be handled by tiers 1/2
* Support in incident management after deployment
* Be a single entry point for customer incidents and escalations
* Provide incidents and requests support full life cycle
* Own/handle and lead the resolution process for the cases raised by our customers
* Handle the communication between R&D, operations, SCRUM Teams and Tiers 1/2 Customer Support Team
* Work closely with RnD and QA for escalated issues
* Constant monitoring of the case status
* Communicating directly via chat, meeting, and e-mail in a professional manner and sending regular updates until the case/defect gets resolved
* Prepare & submit RCA for critical cases (if required)
* Efficient team management that requires your continuous engagement in the Team’s life.
* Ensuring that SLAs are met and are relevant to the current workload/release.
What You’ll Do
* Take end-to-end ownership of customer technical issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
* Serve as point of contact for customer escalations and ensure customer issues are resolved meticulously
* Work with R&D and product teams on escalations and product enhancement requests
* Enrich our client knowledge base with relevant technical information
* Create and lead support improvement processes across the product
* Provide product feedback and insights to the business and R&D teams
* Manage various internal projects; training, ensuring support readiness for new feature releases, etc.
* Report customer’s management during the calls on the daily basis
We Offer
Empowering Projects: With 500+ clients spanning diverse industries and domains, we provide an exciting opportunity to contribute to groundbreaking projects that leverage cutting-edge technologies. As a team, we engineer digital products that positively impact people’s lives.
Empowering Growth: We foster a culture of continuous learning and professional development. Our dedication is to provide timely and comprehensive assistance for every consultant through our dedicated Learning & Development team, ensuring their continuous growth and success.
DE&I Matters: At GlobalLogic, we deeply value and embrace diversity. We are dedicated to providing equal opportunities for all individuals, fostering an inclusive and empowering work environment.
Career Development: Our corporate culture places a strong emphasis on career development, offering abundant opportunities for growth. Regular interactions with our teams ensure their engagement, motivation, and recognition. We empower our team members to pursue their career goals with confidence and enthusiasm.
Comprehensive Benefits: In addition to equitable compensation, we provide a comprehensive benefits package that prioritizes the overall well-being of our consultants. We genuinely care about their health and strive to create a positive work environment.
Flexible Opportunities: At GlobalLogic, we prioritize work-life balance by offering flexible opportunities tailored to your lifestyle. Explore relocation and rotation options for diverse cultural and professional experiences in different countries with our company.