Job Description:
Manage the team’s day-to-day operations, lead and prioritize workload, serve as focal point during escalations, etc.
Serve as technical lead for complex and challenging technical issues.
Provide hands-on support and leadership in both the troubleshooting and the escalation process to the relevant engineering teams.
Establish work procedures and processes according to company standards.
Constantly enforce and optimize team’s processes to maximize productivity and efficiency.
Promote self-service plans to reduce number of cases and improve efficiency.
Define and meet the group’s success KPIs.
Continuously monitor and adjust KPIs in order to meet company's contractual agreements.
Establish and present the team's performance reports to management.
Onboard and mentor new employees, enrich team training and knowledge management processes.
Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.
Push to improve the HiredSCore product, by raising support-related concerns, issues and improvement feedback to all relevant stakeholders (Product, R&D, Management).
Job Qualifications:
3+ years of hands-on experience as a technical support engineer or as a developer.
2+ years of managerial experience for a team of 5+ people.
Natural “Can Do” approach and high sense of urgency and responsiveness.
Experience in providing services to agreed SLA’s.
Excellent technical, diagnostic, and troubleshooting skills.
Familiar with tools and frameworks such as databases (Sql/NoSql), logging tools, system health monitoring tools, etc.
Ability to manage multiple tasks and priorities under high pressure.
Excellent customer and service orientation.
Strong verbal and written English and excellent interpersonal skills.
Company Occupation:
High Tech
Company Size:
Medium (50 - 150)