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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