Position: Head of Support
Company: HICELL Telecommunication
Category: Support
Experience required: 1y
English level: upper

The role will encourage innovative thinking within the business support team whilst also supporting the sales and Developer teams in looking at delivery of efficiencies and increasing income streams going forward.
We are looking for a hands-on leader with experience in delivering operational excellence within an SMS environment. With this knowledge, you will have an expert understanding of the support function and be comfortable leading the customer support team ensuring Hicell continues to provide excellent experiences to our customers together with providing a variety of opportunities for career development.
Reporting directly to the Technical Director, you will have extensive knowledge of SMS APIs and platforms together. Managing a small IT team currently consisting of two staff, you will be expected to grow this team and take full responsibility for the technical resolution we provide.
We expect you to have a proven track record of leadership and delivery of SMS solutions in a recognised tech company or SMS/Bulk SMS reseller (Your experience and successes with SMS and XMPP will also be taken into consideration). You will directly manage your team to ensure that they are trained on our solution, engaged within the business community and constantly delivering results.
Responsibilities:
- Strategy & Roadmap: You will ensure that Hicell’s Support strategy is aligned to the business needs while delivering against KPIs;
- Vision, Goal & Objectives: You will develop clear objectives and measures of success;
- People Development: You will create learning opportunities within enabling them to grow their skills and career in SMS;
- Performance Management: You will manage performance, provide feedback and coach staff to achieve their potential.
To be considered for this role you must have a proven track record of delivering within a similar SMS environment including:
- At least 2 years experience in a customer-centric role from lead support or service desk preferably from service provider background;
- Ability to build strong effective relationships across the Hicell business.
- You will have an excellent understanding of SMS products, their architecture and how they are used within a small or large multinational organisation which includes demonstrating leadership behaviours, influencing others, customer focus and change management skills.
- Experience managing professional services or technical accounts preferably from large enterprise clients;
- A strong understanding of the SMS market with clear knowledge of leading technology providers.

Must have:

Competence in Ukrainian, Russian and English (B2+);
Proficiency in Word, Excel, Google Docs, Google Tables;
Computer skills (confident user) Windows, MacOS;


Duties:

Consulting and customer support via phone, chat, email (HelpDesk), Skype, Telegram;
Creating configurations to connect to suppliers;
Setting up mail parsing configurations for new suppliers;
Collecting and analyzing feedback;
Monitoring the state of the service;
Communicating with other departments within our company;


Will be a plus:

Ability to read and understand tcpdump (pcap) logs;
Knowledge of dokuwiki syntax;
Experience writing technical documentation;
Experience with mobile devices;
Experience in telecommunications;
Ability to program HTML/ PHP/ PYTHON;

What we offer:
 
A team of young, energetic, and hungry to succeed individuals already leaving a mark in the Telecommunication industry
Competitive Salary
International environment
Professional and personal growth
Training and professional development in a multinational environment
Professional, friendly and supportive team.
Cosy office with our own terrace
BBQ zone for our Friday gatherings after work, 
Maxi-bar and much more! 

 
We welcome and employ people regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, or disability. We are proud to be an equal opportunity employer.

At Hicell, you are not just another employee - you are an important part of our SMS family! Our employees are our greatest asset. We don't want to just hire people, we want to attract colleagues that can grow with us both professionally and personally. Together as a team, we have come a long way since 2017 opening our first office in Kyiv, Ukraine. As a growing company, there are many opportunities for career growth as well as professional development. We wish for our employees to develop their careers as much as possible and we offer additional training and professional development courses. We always work together as a team, support each other and help one another grow.