Head of Customer Support in ALESTA LLC

"ALESTA LLC" is a team that works for the successful future of its Customers. We fully develop and implement enterprise IT systems and software integration solutions for our clients, paying special attention to secure networks, data storage systems, SaaS software and information security. From API integration to data center building, we provide high-quality services and products for all types of businesses!

Responsibilities:

• Creation and organizing the work of the technical support department;
• Formation of a general development, support and development strategy for various b2b projects;
• Implementation of customer service algorithms;
• Execution of all projects on time with compliance SLA;
• Technical analysis of work and resolution of operational and technical issues;
• Writing of regulations, instructions, scripts, participation in the development of strategies and priorities of department activity;
• Management software settings and management of the internal support service system;
• Communication with external partners, conducting negotiations at all stages of the project;
• Achieving a high level of indicators regarding customer satisfaction;
• Working with analytical and regular reporting.

Competence requirements:

• Practical experience in creating high-quality technical support;
• Skills in working with request management tools;
• Experience in effective coordination between different teams, result-oriented;
• Deep analytical thinking for systematic problem analysis and search for root causes;
• High level of responsibility and focus in solving problems;
• Basic knowledge of ITIL, understanding of SLA;
• Experience in creating a roadmap. Block of interaction schemes. Description of user story, user case.
• Experience in project management and availability of Business Project Manager certification;
• Experience in a system integrator company is desirable (but not required). 

We offer:

• Work in a proactive and strong team;
• Transparency of decisions and openness in communications;
• Official employment, social guarantees;
• Individual motivation system;
• Flexible, hybrid work schedule;
• 28 calendar days of the main annual holidays;
• Medical corporate insurance;
• Professional training at the expense of the employer;
• Thematic events, gifts from the company. 

If you have experience in project management, have excellent communication skills and want to develop in a successful company that is constantly growing, we will be happy to consider your application. Join our "ALESTA LLC" team and become part of the company's success.