Position: Head of Support
Company: Overonix Technologies
Experience required: 2y
Category: Support
English level: upper
Published: 2021-08-01T00:00:00+03:00

Requirements:

— 2+ years of experience managing and leading a team;
— Experience in process documentation creation and working in/admin the project management tracking tools (JIRA);
— Experience in tactical planning, organization, and execution to advance departmental goals and objectives;
— Strong communication and interpersonal skills with a demonstrated ability to listen and empathize with others, convey confidence, resolve conflict, and build trust and loyalty;
— Ability to diagnose and diffuse situations to solve customer concerns both directly and indirectly through the team;
— Ability to prioritize and spot quickly urgent issues that need immediate attention

Responsibilities:

— Coach and mentor employees to ensure services and product expertise are delivered in alignment with the organization’s values;
— Run the day-to-day operations of the Product Support Team;
— Develop, improve, and document departmental guidelines, schedules, FAQs, and guides / tutorials for internal and external use;
— Analyze, identify, and implement processes and best practices to continuously improve support quality, productivity, customer satisfaction, and reduction of costs;
— Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence;
— Monitor, track and control outcomes to resolve issues, conflicts, dependencies and critical path deliverables;
— Recruit, hire, train, and manage knowledgeable and service-oriented teams to meet and exceed departmental goals and objectives;

Company offer:

— Competitive compensation depending on experience and skills
— Long-term employment
— Career growth opportunities
— Compensation for sick lists and regular vacations
— English classes with native speaker
— Health insurance category A
— Free lunches
— Comfortable office in Kyiv