Apriso
MOCK
 

Global Support Lead - Krakow, Poland

Summary:

We know that our success and market leadership depends entirely on our ability to attract, train and retain talented employees. Are you highly motivated, driven to achieve, team-oriented, ready to take advantage of unique opportunities and dedicated to customer satisfaction? Then you have come to the right place!

We’re searching for a candidate, who can come into a fast moving environment within the manufacturing software and services industry and commit to the development of new and existing features of the company product.

The Support Lead role is a full-time, remote technical support position, aimed at providing customers with in-depth support and troubleshooting for the company software products and solutions.

 

Essential Position Responsibilities:

  • Leading and mentoring a group of Apriso Technical support specialists on level 1-2

  • Managing assigned accounts within the scope defined in Support process

  • Allocates, monitors, and directs Support resource activities

  • Supports Apriso customers via phone or e-mail according to Apriso Technical support procedures

  • Resolves problems reported by customers according to Apriso Technical support procedures

  • Develops fixes to small customizations of Apriso systems and solutions under the supervision of Apriso technical management

  • Delivers incident resolution to customers within Service Level Targets

  • Monitors open case status and corrects discrepancies

  • Identifies process improvement opportunities

  • Assists in training other Help Desk Support tiers

  • Designs, architects and develops customized Apriso systems and solutions

  • Evaluates potential risks and communicates them to Technical Support Manager and Product Manager

  • Makes regular reports, identifies and diagnoses issues and needs, escalates to resolve in both Apriso and Customer organization

  • Escalates customer or personnel issues to Technical Support Manager

  • Supports Apriso customers on-site when necessary

  • Directs installation of Customer test environments and Support Tools as necessary

Essential Position Requirements:

  • Minimum 2 to 4 years' experience in software industry or equivalent,

  • Knowledge of C++ or C# and MS Visual Studio

  • Familiarity with database servers (MS SQL or Oracle)

  • MS Windows programming skills

  • Knowledgeable in Windows server based technologies

  • Strong customer service orientation and ability to work effectively both internally and externally,

  • Excellent customer service skills; ability to communicate with a caller to learn the nature of a problem and use diagnostic procedures to determine the source of an error and resolve problems with minimum amount of escalation,

  • Ability to handle a large volume of requests quickly and courteously with proper follow-up,

  • Excellent problem solving skills,

  • Fluent in English (speaking and writing)

  • Knowledge of IT operations, responsibilities, work flow processes and procedures are a definite plus

Education:

  • Master's degree in the related field, preferably Computer Science or Engineering with strong course work in application design and development

To express interest in this position, please submit your resume in English to:  job-emea@apriso.com