The Stevie Awards is hiring a
Customer Care Team Leader

Summary

The job description is for a Customer Care Team Leader role in a globally expanding software technology company that offers flexible work arrangements. The role involves providing customer support, leading the customer care team, and developing guidelines to improve service quality. The ideal candidate should have a university degree in Computer Science or a related field, 5+ years of professional experience in IT Support/IT Service Management, and specific technical skills.

Requirements

• University degree in Computer Science or a related field
• 5+ years professional experience in IT Support/IT Service Management field
• ITIL,COBIT or equivalent Certification is a major asset
• Familiarity with project management tools and/or software packages
• Performance analysis and debugging in Linux environment and/or Kubernetes
• Experience with Unix/Linux operating systems internals (e.g. filesystems, system calls), and with networking or cloud systems
• Experience analyzing and troubleshooting systems
• An understanding of OS and distributed systems concepts, network concepts (OSI model, and etc.)
• Knowledge of SDLC and DevOps Concepts
• Configuring and supporting windows and Linux based servers and applications
• Develop and maintain automation tools to reduce manual operational tasks
• Strong hands-on experience with management and clustering of Redis, RabbitMQ
• Strong expertise with PostgreSQL management operations (Backup, performance tuning, maintenance)
• Experience with NoSQL databases (MongoDB)
• Experience working in a team-oriented, collaborative environment
• Strategic. operational, and technical marketing &management skills
• Rapidly adapt and respond to changes in environment and priorities
• Detailed problem-solving approach, coupled with effective interpersonal skills and a sense of drive

Responsibilities

• Set up, manage, and evaluate end to end Service Desk processes and workflows
• Align Service Desk activities with industry standard or framework such as ITIL
• Possess strong analytical and problem solving skills in order to troubleshoot issues in a logical and effective manner
• Develop and maintain collaborative relationships with internal and external customers
• Acting as escalation point for all requests and incidents handled by the service desk
• Monitoring customer communications and follow-ups the areas in which communications need improvement
• Provide data and reporting of KPI’s and trend reports ad-hoc, weekly, monthly and as needed to drive support ticket reviews and develop strategies for improvement
• Preparing work schedules to verify that sufficient employees are available handle local/international customer tickets
• Maintaining and usage of FAQ and other knowledge data bases for support
• Provide help desk support after the implementation of the new product/project for SaaS/On-Premises customers
• Lead, coach, and motivate team members on a proactive basis
• Address customer complaints to obtain timely resolutions
• Maintain or exceed Service Level Agreements based on Key Performance Indicators (KPIs) and other department goals
• Participate in root cause analysis to obtain long term solutions to improve customer support quality

Preferred Qualifications

Supervision of five or more employees preferred

Benefits

We are free to work from wherever we want and go to the office whenever we like!