L2 Support Team Lead
technologies-expected :
- Jira
- Confluence
- Git
- GitLab
- Kibana
responsibilities :
- Leading and managing the L2 Customer Support team, providing guidance, mentorship, and support to team members;
- Сreating and managing employee schedules; overseeing shift schedules to ensure maximal coverage, where applicable;
- Analyzing gaps in the knowledge and skills of the L2 Customer Support team;
- Providing regular report to management on business unit SLA.
- Monitoring notifications about newly assigned tickets in Jira Service Management (JSM);
- Maintaining and tracking the relevance of the KPIs (SLA) on a regular basis.
- Working on ticket resolution within SLA assigned to 2nd line - identifying, troubleshooting, and resolving technical issues faced by operators or their clients;
- Collaborating with cross-functional teams (L3), such as developers or product managers, to escalate and resolve complex technical issues;
- Documenting and tracking customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system;
- Conducting research and gathering information to provide accurate and up-to-date solutions to customers;
- Providing confirmation when accepting a ticket and provide initial high-level diagnosis, plan of action, and ETA for resolution;
- Communicating any delays in resolution time to 1st line support and collaborate on a new Resolution time with the client, if necessary;
- Providing regular status updates on the resolution progress, especially for long-term issues.
- Ensuring documentation and tracking customer issues in the ticketing system.
requirements-expected :
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience);
- 2+ years of proven experience in technical support, customer service, or a related role;
- Leadership skills to guide and support the customer support team;
- Understanding of JSON and XML formats;
- Experience with SQL;
- Basic understanding of REST API and microservices concepts;
- Experience with Postman or any other REST client tools;
- Experience with Git/GitLab and basic understanding of CI/CD concepts;
- Experience with JIRA and Confluence;
- Gathering and analyzing logs (e. g. Kibana, OpenSearch);
- Proven Experience in Atlassian Tools e. g. Jira, Confluence;
- Customer-oriented mindset with a focus on providing exceptional service and satisfaction;
- Intermediate + English level.
offered :
- Sports compensation;
- Medical coverage;
- Psychological support;
- Home-office coverage.
- Remote work, Coworking compensation;
- Childcare budget;
- Maternity leave;
- Paternity leave;
- Additional 2 days for family events.
- Open feedback and transparent direct communications;
- Growth and development: better every day;
- High tolerance to experiment and mistakes;
- Supportive friendly environment.
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