Position: Customer Support Lead (L2 Support)
Company: P2H
Category: Support
Experience required: 1y
English level: intermediate

Our operations team is L2 support only, the main activity of a team is to handle tickets that come from L1 support. The rest of the time our support engineers monitor systems, trying to detect issues on their own. 
The current operation’s team consists of 3 people. However, we are expecting the other 3 colleagues to start soon, so for now it will be a team of 6 with a perspective to grow up to 9 team members. 

Responsibilities: 

Our ideal candidate can skillfully organize and manage the work of the operations team. 
You would have a lot of freedom in this sense, so we expect you to apply your vision and experience in organizing the work of a team.
      - Identify key metrics and monitor them;
      - Audit existing processes;
      - Build new processes considering the future scale of a team;
      - Supervise the work of a team;
      - Communication with a client: tracking that a client operates according to the defined with us processes;
      - People Management of team.

Skills and experience: 

      - Experience in customer support service (based on a ticket system)
Understanding of IT terminology;
      - Understanding of levels of customer support and their differences;
      - Understanding of what kind of KPI a support team might have;
      - Ability to organize a team;
     - Know how to deal with processes;
     - Intermediate English.