Position: Head of Technical/Customer Support
Category: Support
English level: fluent
Years of experience: 7


Head of technical support department
1. Creation of new department strategy (Support Tiers 1, 2 and 3, 23 specialists total)
2. Recruitment and training of new experts. Team growth and areas of its responsibility.
3. Building of cooperation with related divisions/departments.
4. HDI standards implementation.
5. Development of new product support packages.
6. Automation of experts working process; team working processes.
7. Monitoring of SLA & KPI compliance.
8. Department performance measurement according to Balanced Scorecard system