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EN
  • Support Manager

    • 22.10.2019
    • Minsk, Belarus

    Oleksandr Telcharov

    Personal recruiter

    E-mail Skype

Our client - an international game development company, which specializes in social games and gaming products for Casino, is looking for a skilled Support Manager to join their team in Minsk (Belarus). 

THE ROLE: 

As a Support Manager, you will play an important role in the functioning of a Support team for providing real-time solutions to customer issues. Working closely with Product, Technology and Revenue teams also will be a part of your daily workflow.  

RESPONSIBILITIES: 

  • Provide real-time solutions to customer issues, often with imperfect information;
  • Build strong relationships and work closely with Product, Technology, and Revenue teams;
  • Develop strong functional or technical Skywind platform knowledge;
  • Got the ability to manage interaction between several support centers which related to several parallel live platforms;
  • Build the Production Support team: We’re growing quickly and this team needs to keep up with the demands;
  • Develop and deliver creative solutions for complex problems;
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers;
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports and team members;
  • Respond to inquiries via tickets, emails, and other channels;
  • Take ownership of responding to inquiries, issues, and escalations;
  • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues;
  • Work cross-functionally to resolve issues and provide customer care;
  • Assist in monitoring production transaction volume, functionality, capacity, and performance;
  • Assist in responding to alerts, data, and trends that have customer impact;
  • Coordinate and execute internal projects to better improve the support process;
  • Provide on-call support for rotations and escalations;
  • Basic technical knowledge in open source tools familiar with tools like Kibana / Zabbix and got the ability to maintain and analyze graphs based on those tools a few more.

WHAT YOU SHOULD HAVE:

  • 8+ years leading technical support, product support, or IT support for B2B or B2B2C customers;
  • Has exceptional customer skills, with strong written and verbal communication abilities;
  • Is able to work effectively with both internal and external technical and non-technical stakeholders;
  • Is committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision;
  • Leads well under pressure, often with imperfect information. This is production support so timely, accurate issue resolution is a key to success;
  • Has a good understanding of API technologies and troubleshooting.

WOULD BE A PLUS:

  • Familiar with SaaS systems availably which serve thousands of unique customers per day;
  • Experience with a live system which needs to be always on;
  • Experience in gambling and/or social games;
  • Experience with Jira and Confluence;
  • Experience with Tableau;
  • Experience working at a high growth startup.

COMPANY OFFERS:

  • Fully-equipped perfect office space in a good location;
  • Warm and friendly attitude to every specialist;
  • United and professional team;
  • 28 days paid annual leave;
  • Paid sick leave;
  • Medical insurance after 6 months of work;
  • Discount card for employees (corporate discount programs in shops, fitness clubs, cafes, and restaurants);
  • English lessons;
  • Pilates and yoga classes in the office;
  • Corporate events.

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