Customer Support Lead for GDi Ensemble Suite of Products

Start date:  Immediately or after 30 days’ notice period.

Contract type:  permanent

Location:  Zagreb.

Travel: Requires occasional travel to customer sites in Europe / EMEA and our regional offices.

What’s great about this opportunity?

  • Join GDi team and work with high-profile business clients on challenging projects and technologies
  • Give your contribution in identifying cyber security threats and implementing protection measures
  • Bring your best practices on board and set high standards for the team

Your challenge

We are looking for a Customer Support Lead for GDi Ensemble suite of Products who is responsible for overseeing the daily operations of customer support as well as participating as an active member of the team. Customer Support Lead  will be expected to organize and improve processes, build reports, handle escalations and help with ad hoc projects and training.

As part of our team, you will be working on:

  • Act as a senior agent who will drive customer satisfaction through customer support
  • Responsible for creating and maintaining product documentation – user manuals, training materials
  • Act as a mentor and provide oversight, coaching, and training for internal and external users
  • Be the point of contact, manage and report when it comes to customer inquiries
  • Record and track team SLAs and workflows and provide a feedback loop to management and customers on resolved and in progress problems and incidents
  • Clearly communicate escalated issues to IT operations and product managers as needed
  • Be actively involved with the operational delivery and UAT if required for new product and feature releases
  • Ensure that all customer inquiries and issues are solved correctly in a prompt and professional manner
  • Be in the centre of the creation and implementation of customer self-service material and tools

About you:

  • Bachelors or Master’s Degree in Computer Science or related technology sciences
  • At least 4 years of proven experience in Technical Support role (or similar)
  • Excellent written and oral communications skills with the ability to work effectively and provide feedback to customers, senior level managers and vendors
  • General understanding of MS Azure environment, DevOps, and Database
  • Proficiency in English language, fluent oral and written communication with clients worldwide
  • Professional attitude and relationship with internal and external clients and colleagues
  • Initiative and collaboration skills to achieve business goals
  • Strong problem solving and analytical skills to investigate and resolve internal and external user support tickets
  • Love being in active interaction with users and troubleshooting issues

Few more reasons to apply

  • International and professional business environment, and a friendly team atmosphere.
  • Opportunity for continuous development and learning through internal seminars, educations and conferences.

  • Potential to grow within a dynamic team, in a company expanding globally.
  • Competitive salary according to your experience
  • Various team activities including the GDi board game events and group sport activities based on your interests – tennis, football and basketball.
  • If group sports are not for you, we offer a subsidized MultiSport card.
  • Flexible working hours and remote work whenever you need it.
  • A pet-friendly office.

If you have excellent customer support skills and a passion for team leadership, we would like to meet you!
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