Oferta pracy na etat z portalu Profesja.IT
Stanowisko: Global support Lead


opis: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



wymagane umiejętności:Global Support Lead


wymagania: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



dodatkowe informacje: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.



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


data rozpoczęcia naboru:2011-08-23


data zakończenia naboru:2011-09-10


wynagrodzenie:0000


wykształcenie:wyższe


doświadczenie:1


ilość wakatów:1


miasto:Kraków


link do oferty: http://www.profesja.it/oferta/global-support-lead,56
9

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