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


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



wymagane umiejętności:Global Support Lead


wymagania:Essential Position Requirements:
? Minimum 2 to 4 years' experience in software industry or equivalent,
? Knowledge of C++ or C# and MS Visual Studio
? Familiarity with database servers (MS SQL or Oracle)
? MS Windows programming skills
? Knowledgeable in Windows server based technologies
? Strong customer service orientation and ability to work effectively both internally and externally,
? 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,
? Ability to handle a large volume of requests quickly and courteously with proper follow-up,
? Excellent problem solving skills,
? Fluent in English (speaking and writing)
? Knowledge of IT operations, responsibilities, work flow processes and procedures are a definite plus

Education:
? 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: job-emea@apriso.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: www.profesja.it/oferta/global-support-lead,569