Technical Support Manager

Тема в разделе "Предложения работы", создана пользователем SvetlanaL, 8 янв 2015.

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  1. SvetlanaL

    SvetlanaL Well-Known Member

    Регистрация:
    13 дек 2012
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    EPAM Systems, the #1 software engineering outsourcing services provider in Central and Eastern Europe, is seeking a Technical Support Manager to build and lead a team of highly skilled and motivated technical support specialists. The technical support team will operate 24 x 7 to provide its customers with the highest level of customer support. The reporting support specialists are level 1 through 3, responsible for all aspects of the support process. This includes opening cases, troubleshooting failures, and working closely with development engineering and sales teams.

    Responsibilities:

    • Manage day-to-day operations of the Technical Support Team, including setting priorities and KPI’s, assigning resources, and ensuring that goals are achieved;
    • Perform administrative management of technical support and queue management;
    • Collect and analyze support center metrics to guide decisions about product and support quality;
    • Liaise with Engineering, QA, and Sales teams to investigate and resolve problems;
    • Recommend changes to products or services to fulfill customer needs and resolve customer-found bugs;
    • Recruit, mentor and coordinate the training and development plans of new and existing technical support specialists;
    • Schedule 24/7 coverage of support help desk;
    • Help develop and implement web-based support initiatives, including knowledge bases, technical and operational techniques, documentation;
    • Acquire and sustain working knowledge of the core product, applications, and services, and the various use cases supported by each;
    • Analyze trends for tickets and drive efforts to reduce challenges for customers and partners;
    • Report and track key business metrics affecting the technical support team.

    Desired Skills and Experience

    Education requirements:

    BA/BS degree required.

    Required skills/experience:

    Fluent English
    Prior experience working in or leading technical support teams in IT or similar environment.

    Desired skills:

    Proven track record for managing and tracking multiple escalations and technical problems concurrently.

    Contacts:
    Ольга Муштукова
    Olga_Mushtukova@epam.com
    +375 44 7950477
    skype: mushtukova.olga

    Follow us on https://twitter.com/job_epam
    Join the community https://www.facebook.com/epamby
    Read more here http://vk.com/epamsystems
     
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