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M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
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Ready to lead a team in the dynamic world of hospitality tech? We're looking for a savvy leader to drive top-tier support for our valued customers! From setting priorities to fostering innovation, you'll be at the helm of it all. If you've got the tech chops, leadership skills, and a passion for problem-solving, take a closer look at the position's main duties:
- Lead a team of employees that are responsible for providing world-class technical support to our Hospitality customers for a specific region or major accounts customer pod
- Implementing short & long-term Customer Support strategies, recognizing strategic opportunities and high pay-off activities that lead to success
- Setting the right priorities including quantitative and qualitative objectives for your team to drive effective day-to-day 24/7 technical customer support of software and hardware products, implementing quick and permanent solutions for customer issues
- Attracting, retaining, and developing needed talent to build world-class support, setting high standards for individual and team performance, and continuously raising the bar
- Operational responsibility for ensuring the team is properly staffed, and has the skills, techniques, tools, and processes to meet or exceed customer expectations
- Organizing training and development of the team, including team leads
Identifying, defining, and implementing improvements to technical support processes, performance measurement, and cultural systems
- Developing and implementing best practices and standard operating procedures within assigned teams
- Gathering and analyzing data to drive in-depth root cause analysis and fact-based decision-making to ensure recurring customer issues are resolved effectively and devise a more proactive support experience
- Managing and effectively resolving high-profile customer escalations, ensuring regular status updates to the customer and internal stakeholders
- Creating a collaborative environment between the different support teams and working closely with the advanced technical team to continuously improve software and hardware products to prevent customer support issues
- Creating an environment that encourages innovation and recognizes both team and individual contributions while holding all team members accountable for their contributions to their goals and objectives
- Contributing to customer requests for proposals and assessing the feasibility of delivery. Understanding competitive pressures and addressing competitive opportunities
- Participating in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities
- Ensuring the required level of productivity, responsibility, team cohesion and work ethics
- Submitting daily/weekly/monthly reports to the manager
- Supporting less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback, and knowledge sharing
What we expect from you:
- Bachelor of Science or Master of Science degree in a discipline related to product technology - usually electrical, mechanical, computer engineering, or computer science
- Minimum of 6-8 years software-related job experience (support/development)
- Good communication skills, both written and verbal
- Leadership skills, decision-making, and problem-solving
- Ability to multi-task
- Tact, diplomacy, and proactivity
Technical qualifications:
- Core Java, J2EE, Spring boot, Microservices, React, AngularJS, JavaScript, and/or other web-based technology
- Knowledge about deployment, hosting, and upgrade of applications on the cloud with microservices architecture
- Experience working with databases like Cloud Postgres SQL, Oracle, and MSSQL.
- Exposure to log analysis and management tools on cloud e.g., ELK or EFK stack. Exposure to Dynatrace would be a plus
- Experience in cloud resources management and monitoring would be a plus
- A broad understanding of technology – both infrastructure and application
- Ability to create root cause analysis documents (corrective and preventive actions)
What you will get from us:
- Hybrid model of work, 9 am to 5 pm shifts
- Work in a large, international team
- Work in modernly equipped offices located in the heart of the business center in New Belgrade
- Advancement opportunities/Career development
- Possibility of conversion to a contract with a client with all of the benefits included
If you want to give yourself a try in the new role, apply with your CV in English and join us!
Only shortlisted candidates will be contacted. Good luck!
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