Position: Head of Customer Support
Company: Viseven
Category: Support
Experience required: 3y
English level: fluent
Published: 2023-06-01T00:00:00+03:00

**Viseven Group** is an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries all over the world. Viseven's solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.

The rapidly expanding team includes more than 700+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr, Vinnytsia, Ternopil (Ukraine), Tallinn (Estonia), New Delhi (India) and Bridgewater (NJ, USA).

**Role description:**
 We are looking for Product Support Lead to manage the customer service team, in order to provide excellent customer service.

**Responsibilities / Key activities:**
* Focus on the team development and consistently improve the capabilities of customer service. 
* Ensures that customer satisfaction is a key priority for the team. 
* Being a customer-facing representative of Support Function 
* Familiarize yourself with all products, functionalities, modules and services offered by our company 
* Be a product expert to be able to train new team members as well as advise our customers on the product usage in order to maximize value  
* Liaises with customers in order to optimize customer satisfaction and to maximize efficiency. 
* Overall responsibility for the day-to-day support activities. 
* Ensures all customer queries are received, answered, logged, investigated, resolved in time  according to SLA 
* Analyses data to monitor performance and plan improvements of support function. 
* Review Customer query reports, identify and prioritize issues, propose improvement strategies, handle resolutions. 
* Create/Update customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving customer service. 
* Ensure all processes are optimized and compliant with internal and external industry standards. 
* Evaluate external customer satisfaction, define and implement improvement activities based on these results. 
* Be a consultant for a client in all related business matters. 
* Knowledge Base development for the support team 

**Qualifications: **
* Minimum 3 years of relevant experience in B2B Customer Service; 
* Technical background; 
* Customer-Facing Skills; 
* People Management skills; 
* Data analysis and reporting skills; 
* High level Customer Focus and excellent Customer Service skills; 
* Emotional Intelligence 
* Active Listening 
* Problem Solving 
* Clear Communication 
* Persuasive Presentation 
* Self-Awareness 
* Receptiveness to Feedback 
* Will be considered a Competitive Advantage: 
* Experience with JIRA  

**What we provide:**
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
* Competitive compensation and regular performance based salary and career development reviews
* Passionate experienced team, friendly atmosphere
* Professional and career growth
* Paid time off - 18 business days per year (20 business days after 2 years of cooperation)
* Non-documented sick leave - 4 business days per year
* Documented sick leave - 20 business days per year
* Family leave - 3 paid business days in case of marriage, childbirth or bereavement
* Comprehensive medical insurance
* English learning courses
* Enjoyable working environment: comfortable and fully equipped office and possibility to work from home