Position: Senior Support Manager
Company: Logity
Category: Support
Experience required: no_exp
English level: upper

RESPONSIBILITIES:
● Communicate and solve customer problems via Intercom.
● Collaborate with the Product and Development teams to reproduce and create issues into Jira.
● Track created issues and give the status to the customers.
● Collaborate with a technical writer for creating instructions for solving a problem.
● Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction.
● Own the support processes and continuously improve their effectiveness.
● Expansion of the support processes for supporting different products.


REQUIRED SKILLS:
● Hands-on experience in the 1st and 2nd lines of customer support.
● Experienced in creating and implementing new processes and procedures.
● Experience with any support tool (Intercom, Zendesk, etc).
● Experience with Jira and Confluence (or similar tools).
● Understanding of SDLC, Agile methodologies.
● Knowing QA basics.
● Solid written and verbal communication skills.
● Attentive to details, proactive, positive, organized, responsible.