Position: Technical Support Team Lead (Прага)
Company: Slotegrator
Category: Project Manager
Experience required: 2y
English level: intermediate

Requirements

Work experience on a similar position in an IT product company in the B2B sector.
Experience in organizing Technical Support service and infrastructure development.
Knowledge of Jira would be an advantage.
English language (minimum B2).

Advantageous skills

Refresher courses, additional education in the software development, system administration and information security spheres.

Responsibilities

Building qualitative workflow processes of the Technical Support for B2B customers.
Coordination of the Support Service. Control of the clients’ requests execution. Develop the knowledge base of the most common issues and create instructions on how to troubleshoot them.
Incidents’ control, taking the investigations results to their logical conclusions. Organization of the workflow and leading the team (10 team members). Composing the service’s regulatory documentation.
Arranging the team’s shifts and processing them to HR in a timely manner.
Recruitment, training, professional growth of the team.
Monitoring the quality of support managers’ work with the clients.

What you will get from us:

— Regular corporate events, trips and team buildings;
— English and Czech language courses on the company;
— Opportunity for professional development and education on the company;
— Opportunity for professional business coach support;
— 25 days weeks (!) of paid vacation and 3 sick days a year;
— Flexible mornings ;
— Free snacks always at hand in our nice office in the center of Prague;
— Free entrance to almost any sports facility with Multisport card;
— And a free lunch every Wednesday.