Support Team Leader

Our requirements

• Fluency in English (B2+/C1),
• Prior customer support experience and exceptional understanding of customer service, and support best practices,
• Min. 2 years Support Team Lead experience,
• Empathy and open-minded setup,
• Knowledge of how to deliver effectively team KPIs,
• Driven, self-motivated, and highly flexible team player attitude,
• Approach to proactive and independent problem solving,
• Data driven mindset,
• Strong communication skills,
• Experience in working with targets KPIs, SLAs and multiple stakeholders,
• Great leadership, coaching and mentoring skills.

Optional

• Experience with SQL Server, SSRS and SSIS, Zendesk and Jira applications,
• Knowledge of ITIL processes, waterfall methodology.

Your responsibilities

• Coordinating MS SQL/RPA questions,
• Managing and leading a team of ~6 employees,
• Working with data analysis and dashboards,
• Facilitate effective collaboration in various meetings, catch-ups, and calls with both external and internal stakeholders, as well as team members,
• Contributing to company goals,
• Motivating team members and assessing performance,
• Taking part in hiring and training, and reporting on team performance to keep management updated,
• Searching for process/procedure optimization and work improvement of the team,
• Meeting company's SLAs while conducting in-depth analyses of SLA performance, providing root cause analysis (RCA), identifying trends, and recommending actions for continuous improvement.,
• Performing effective people management (one-to-ones, coaching, career development),
• Acting as point of contact for any organisational and client escalations,
• Stakeholder management, such as interaction and collaboration with clients from different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers.

About the project

This is how we organize our work

This is how we work on a project

• Clean Code
• code review
• design patterns
• BDD
• DDD
• pair programming
• architect / technical leader support
• Continuous Deployment
• Continuous Integration
• DevOps
• team-level deployment
• active monitoring
• documentation
• issue tracking tools
• technical debt management
• functional tests
• integration tests
• pen tests
• performance tests
• regression tests
• test automation
• testing environments
• manual tests

Development opportunities we offer

• intracompany training
• mentoring
• space for experimenting
• substantive support from technological leaders
• technical knowledge exchange within the company

What we offer

• Opportunities to grow your knowledge within your area of expertise 🚀
• Friendly working atmosphere in a professional team 👈
• Employee-oriented working culture 🤝
• Possibility to work partly remotely 💻
• Sports subscription 🏀
• Subsidized English classes 💂🏻
• Private healthcare 🏥
• Small teams 👥
• International projects 🌍
• Free coffee ☕️
• Free fruits 🍎
• Free breakfasts 🍳
• Startup atmosphere 💡
• No dress code 💃🕺

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• remote work opportunities
• flexible working time
• fruits
• integration events
• corporate sports team
• computer available for private use
• corporate library
• no dress code
• coffee / tea
• drinks
• parking space for employees
• redeployment package
• employee referral program
• family picnics

Recruitment stages

• 1.
  Phone screen (20 min)
• 2.
  Knowledge test (45 min)
• 3.
  Online interview (60 min)
• 4.
  On-site interview with the Head of Support (60 min)

GGS IT Consulting