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PracaGrupypl.praca.oferowanaGlobal Support Lead
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  • 1. Data: 2011-08-23 14:42:53
    Temat: Global Support Lead
    Od: APRISO <i...@a...com>

    Global Support Lead - Krakow, Poland

    Summary:
    We know that our success and market leadership depends entirely on our
    ability to attract, train and retain talented employees. Are you
    highly motivated, driven to achieve, team-oriented, ready to take
    advantage of unique opportunities and dedicated to customer
    satisfaction? Then you have come to the right place!
    We're searching for a candidate, who can come into a fast moving
    environment within the manufacturing software and services industry
    and commit to the development of new and existing features of the
    company product.
    The Support Lead role is a full-time, remote technical support
    position, aimed at providing customers with in-depth support and
    troubleshooting for the company software products and solutions.

    Essential Position Responsibilities:
    o Leading and mentoring a group of Apriso Technical support
    specialists on level 1-2
    o Managing assigned accounts within the scope defined in Support
    process
    o Allocates, monitors, and directs Support resource activities
    o Supports Apriso customers via phone or e-mail according to Apriso
    Technical support procedures
    o Resolves problems reported by customers according to Apriso
    Technical support procedures
    o Develops fixes to small customizations of Apriso systems and
    solutions under the supervision of Apriso technical management
    o Delivers incident resolution to customers within Service Level
    Targets
    o Monitors open case status and corrects discrepancies
    o Identifies process improvement opportunities
    o Assists in training other Help Desk Support tiers
    o Designs, architects and develops customized Apriso systems and
    solutions
    o Evaluates potential risks and communicates them to Technical Support
    Manager and Product Manager
    o Makes regular reports, identifies and diagnoses issues and needs,
    escalates to resolve in both Apriso and Customer organization
    o Escalates customer or personnel issues to Technical Support Manager
    o Supports Apriso customers on-site when necessary
    o Directs installation of Customer test environments and Support Tools
    as necessary

    Essential Position Requirements:
    o Minimum 2 to 4 years' experience in software industry or equivalent,
    o Knowledge of C++ or C# and MS Visual Studio
    o Familiarity with database servers (MS SQL or Oracle)
    o MS Windows programming skills
    o Knowledgeable in Windows server based technologies
    o Strong customer service orientation and ability to work effectively
    both internally and externally,
    o Excellent customer service skills; ability to communicate with a
    caller to learn the nature of a problem and use diagnostic procedures
    to determine the source of an error and resolve problems with minimum
    amount of escalation,
    o Ability to handle a large volume of requests quickly and courteously
    with proper follow-up,
    o Excellent problem solving skills,
    o Fluent in English (speaking and writing)
    o Knowledge of IT operations, responsibilities, work flow processes
    and procedures are a definite plus

    Education:
    o Master's degree in the related field, preferably Computer Science or
    Engineering with strong course work in application design and
    development

    To express interest in this position, please submit your resume in
    English to: j...@a...com

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