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Support Manager for Unified Team [Remote]. Киев.

Бюджет По договоренности

Создан: 1 год назад

На модерации

Описание: Our company is Cloud Linux Inc. - the maker of the #1 OS for web-hosting providers. We develop our products -- CloudLinux OS, KernelCare, Imunify360, and Imunify Email -- using the most innovative technologies. Our products are used by thousands of companies around the world, including Dell, GoDaddy, IBM, Zoom, and many others. We are looking for a Support Manager to join our Unified Team, who will be responsible for overseeing and maximizing the team's performance to respond, resolve and effectively escalate the tickets across all the product lines. And will be able to coach and mentor the staff, conduct staff meetings, manage the coverage, oversee all the day-to-day operations and work closely with the Head of Global Support on the alignment of the team with the department’s objectives and standards. Unified Support is the face of the company, representing the Global Services organization. As a result, each Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing effortless customer experience, and demonstrating strong listening/understanding skills and empathy. The manager is to set an example and position himself/herself as the escalation point available to assist the customers and coach the staff. Responsibilities: Oversee Unified Support Operations – Oversee day-to-day operations of Unified Support (UN). Work with the Head of Global Support to drive complete alignment of the team with the Global Support Manual and Job Scorecards. Own the coverage model for Unified Support (UN). Ensure the team consistently meets the OKR targets. Hire and Retain Top Talent – work with the Head of Global Support and HR to fully align with the headcount targets and the coverage model. Actively headhunt for top talent, conduct interviews, and select the right candidates. Facilitate the new employee onboarding training. Conduct existing staff team and one-on-one meetings. Support employee growth and alignment with the business objectives. Mentor and Train Staff – conduct team and employee one-on-one meetings. Take every opportunity to mentor and coach the staff. Collaborate with the Head of Global Support and Education Services Lead to improve your team’s engagement and skills. Drive Customer Experience – work with the Head of Global Support and the Team Leads of the Specialized Support to clarify ownership for each team of the customer journey. Continuously deliver feedback and analytics to the Team Leads of the Specialized Support on the escalations handling, knowledge sharing, and documentation. Support Projects - as assigned by the direct supervisor or Head of Support Requirements: 4+ years of Technology experience A proven track record in technical support Well organized with strong time management and people management skills Strong communication skills and the ability to collaborate with all levels of an organization Excellent reporting skills with the ability to not only gather the appropriate data but also glean insight to improve the performance of the Support team Strategic thinker with excellent problem solving and analytical skills Self-starter who can thrive in a fast-paced, dynamic environment Willingness to accept constructive criticism and the ability to provide it to others Knowledge of Linux-based operating systems and services Some experience with RPM-based distributions such as CentOS, Red Hat Experience with CloudLinux OS (or some of its components), and/or control panels such as cPanel, Plesk, DirectAdmin is a plus What is for you? Great opportunity for professional development within a fast-growing company Interesting and challenging tasks Remote work with long-term employment on a full-time basis under contract High-level compensation based on the performance reviews Salary in US dollars Paid vacation, 28 days per year, and sick leaves Medical insurance (Russia, Ukraine, USA) English Language training Knowledge exchange Let’s make it a win-win for you and CloudLinux. Do not put off until later - apply today and our team will gladly welcome you. By applying for this position, you agree with Cloudlinux Privacy Policy and give us your consent to maintain and process your personal data with this respect. Please read our Privacy Policy for more information.

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Город: Киев

Категория: IT

Источник: jobsmarket.com.ua

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