Position: Senior Technical Support Engineer
Company: Skelia
Experience required: 5y
English level: upper

Skelia invites a Senior Technical Support Engineer for long-term and full-time employment at its service center in Kyiv, Ukraine. A strong professional being inspired by challenges, capable to build Support L0-L3 functions from scratch. This is a unique opportunity to become a part of the extension team of software company from UK.
MISSION
Keep the customer service response within given SLAs
Supervise creation of email templates, knowledge base articles, and educational materials
Lead the review, cataloging and resolution of named customer issues
Keep to the standards of response time and resolution time
Learn the technology and business processes to enhance our resolution speed
Triage and troubleshoot technology issues
Collaborate with our technology team on solutions
Manage communication lines between the customers and our internal teams
Hold the internal team accountable to response times and completeness of solutions
Seeking opportunities to improve our customer experience by helping them utilize our solutions in a more effective manner
Establish departmental policies, processes, and standards to ensure the delivery of world-class tech support service
Recommend and implement business or process improvements, while recognizing global perspectives
Create and manage complex operational plans that result in the accomplishment of business objectives
REQUIREMENTS
3+ year of proven experience in Technical Support or related field with cloud-based web applications
Aptitude for data analysis and driving team performance through established metrics
Strong organizational skills and an ability to multitask
Outstanding prioritization and workload management skills
Ability to work both independently and as a part of a team
Demonstrated ability to lead a team in a fast-paced environment
Excellent presentation, facilitation, negotiation skills (both verbal and written)
Strong verbal and written communication skills; communicating in a clear, constructive, and professional manner
Business fluent English level