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GoUp (от англ. «иди вверх», «стремись к лучшему»)
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SENIOR TECHNICAL SUPPORT MANAGER

Кадровое агентство: ПроБизнес Груп

  • от 90 000 до 140 000 рублей

    Оклад + премия
    Тип занятости: Полная
    График работы: не указан
    Место работы: на территории работодателя
  • Смоленск

    Смоленская область
    Сфера деятельности: IT-технологии. Интернет. Телеком
    Образование: не указано
    Опыт работы: не указан

Обязанности:

1. Manages daily workload for Smolensk staff who are involved in email, and web-based support and troubleshooting.
2. Ensures that regular updates to customers are received as needed until resolved.
3. Escalates as needed to Engineering for further troubleshooting or bug resolution.
4. Audits technical accuracy of case details, including root cause resolution of reported problems.
5. Manages customer escalations, reviewing issues and trends with partners and customers, enabling them to optimize their solution.
6. Adheres to service level standards.
7. Performs other duties as assigned.

Требования:

1. High degree of English proficiency – comfortable speaking with customers and US-based colleagues.
2. Ability to manage difficult customer situations.
3. Demonstrated ability to remain calm when working through detailed issues.
4. Windows/Linux/Unix system administration skills.
5. Fundamental networking knowledge.
6. Knowledge of VSS and Active Directory.
7. Excellent customer management and communication skills.
8. Builds strong customer and peer relationships.
9. Driven to learn and willing to “go the extra mile” as part of our team.
10. Ability to troubleshoot and isolate the source of reported customer issues.
11. Must be able to multi-task and have the ability to prioritize daily workload.
12. Self-starter, motivated to succeed.
Desired Skills
- Windows command line administration.
- Proactively manage high level, complex client service issues, researching and resolving issues quickly and efficiently.
- Basic SQL Administration.
Required Experience
- 3-5 years Technical phone support / Help Desk / Call Center experience in a technical service related industry, preferably in a small company or start-up environment.
- 1-2 years in a lead role.
- Familiarity with CRM or Helpdesk case management systems.
Desired Experience
- Experience supporting appliance-based solutions.
- Experience with Microsoft Exchange.
- Experience supporting backup products.
- Salesforce CRM experience.

Условия:

Обязателен загранпаспорт или возможность его получить, так как первые 3-4 месяца будет обучение, преимущественно в Калифорнии.
ПЕРЕЕЗД ОБЯЗАТЕЛЕН, ВАРИАНТ УДАЛЕННОЙ РАБОТЫ НЕ РАССМАТРИВАЕТСЯ.