Senior
Полная занятость
Договорная
Удаленная работа, Киев
Our client is one of the most famous international product companies in the gambling industry. For more than 5 years of work, the company has created innovative solutions for the development of the client's gambling business: live casinos, payment instruments and much more. The team is focused on creating and maintaining a strong premium brand and would like to invite experienced professionals who are interested in working with top solutions to cooperate.
Над чем работать?
- Название проекта(ов): iGaming products
- На какой стадии проект(ы)? Released
- Жанры: Казино
- Платформы: Mobile, Browser
Размер и структура команды?
60 People
На какие задачи (обязанности)?
Oversee the day-to-day operations of the Technical Support Manager;
Act as a senior engineer who will drive customer satisfaction through tech support;
Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions;
Act as a mentor and provide oversight, coaching, and training to technical support staff;
Be the point of contact when it comes to technical escalations;
Record and track team SLAs and workflows;
Provide support where needed for both internal and external stakeholders;
Manage and report on all incoming technical support inquiries;
On-board all new technical support team members;
Assist in the creation of the team KPIs as well as monitor and report on results;
Monitor team performance and report on metrics;
Ensure that all stakeholders’ inquiries and issues are solved correctly and in a prompt and professional manner;
Work to create any relevant support material for the team;
Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents;
Implement any necessary preventive measures to reduce customer faults and issues;
Review all technical support related processes and documentation for continuous improvement.
Какого профессионала ищем?
3+ years of experience in a Technical Support Lead role;
Proven experience in managing a service and support focused team culture;
Upper-Intermediate English (reading/writing);
Native Ukrainian or Russian language;
Love being the first line of support and troubleshooting issues;
Strong analytical skills to investigate and resolve tech support tickets;
Web Technologies knowledge;
Experience in administering (troubleshooting, logs parsing, scripting etc);
Experience in work with web applications, CMS;
Advanced knowledge of SQL, Oracle/Mongo DB queries;
Experience in basic Linux command line interface and utilities;
Manage and monitor systems to drive troubleshooting;
Good knowledge in HTTP;
TCP/IP network stack;
Understanding of SDLC (CI/CD);
Experience in software development (Java/JS/PHP) will be advantage;
Почему у нас приятно работать?
Long-term employment;
Paid vacation and sick leaves;
Free English lessons;
Sport compensation;
Corporate events and celebrations;
Opportunity to growth within the company;
Great motivated team;
Comfortable working conditions.
Процесс отбора
1) Recruiter Interview (30 minutes)
2) Interview with HR Manager and Global Head of Support (30 minutes)
3) Interview with Head of Development (30 minutes)
4) Interview with COO (30 minutes)
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