IT / Technical Support Team Lead
Needed in Belgrade
Are you an independent self starter but also a team player with a high acumen for creative problem solving?
Do you have experience in solving technical challenges for both internal and external teams?
Are you passionate about providing the highest level of technical support to a diverse set of end users from around the world?
CRATER is a fast-growing startup headquartered in San Francisco that has been operating its international hub in Belgrade for 2 years.
Our software products and services are aligned with making it as easy as possible to prepare to relocate all of your belongings from one home or apartment to another from nearly anywhere in the world.
As a true technology leader in the moving and transportation industry, we work with some of the biggest relocation companies in the world, and continue to expand into new markets.
About the position
As a Technical Support Manager you will be helping with organising and managing our Technical Support Team and supervising the day-to-day operations.
Tasks can also include:
- Administering, monitoring and maintaining our office computer systems and networks
- Installing and configuring computer hardware systems
- Diagnosing hardware/software faults
- Solving technical problems, either over the phone or face to face
- Providing support, including procedural documentation and relevant reports;
- Setting up new users’ accounts and profiles and dealing with password issues
- Prioritising and managing many open cases at one time
- Rapidly establishing rapport with all users, internal and external, from Crater’s Development Team to the end users of our software around the globe
- Working with customers/employees to identify computer problems and advising on the solution – and updating self-help documents so customers/employees can try to fix problems themselves
- Analysing call logs so you can spot common trends and underlying problems
Qualifications and skills
- Experience in managing teams is highly desirable
- Minimum of 3 years of technical support experience
- Advanced understanding of how software and operating systems work is a must
- Mac and PC experience a must
- Experience in mobile tech support (IOS and Android)
- Project management experience a must
- Multi-task capable with strong time management skills
- Problem solving skills
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- A strong customer-care focus (with the ability to deal with difficult callers)
- The ability to prioritise your workload
- Fluent (or advanced) in English (spoken and written) is a must
- Ability to work in shifts (morning, afternoon & night shift ) and on weekends ( total 5 work days per week)
We offer:
- Opportunity to become a part of a fast growing, creative and diverse team
- Opportunity to become a part of a culture where the initiative, intuitive thinking and creativity is considered to be a big plus
- Great international experience and career development
- Dynamic work environment
- Competitive salary
- Paid Meals
- Yoga
About our Culture
Crater is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. We have an international team built of different personalities and cultures, and we respect and feed that diversity.
We are aware that many companies make their employees feel “stuck” in one place without giving them a true opportunity to truly learn, advance and develop.
That is why we are even more proud to be able to truly provide the opportunity to learn, advance and get to know the business on a global scale, which results in a great international experience.
Deadline for applications: 06.04.2018.