Customer Care and Support Coordinator

Location: Lviv, Ukraine, Ukraine
Date Posted: 07-19-2018
About the Job
As a member of our customer care and operations support team you will play a critical role in responding to and owning end-to-end resolution of highly technical, potentially complex issues and requests raised by our more than 80 partners using the world’s first edge network, including Telstra, Vodafone, Telefonica, DoCoMo.
 As a first and last touch point, you will also be integral to maintaining and owning the relationship as a trusted partner with our clients. You will be working directly with their technical teams in defining issues, resolving them, or leading an internal cross-functional team to drive resolutions.
 
About our Team
You will be part of a best-in-class customer care and technical support team, driving the success of our global customers and continuously improving the experience they have using our products.
 As a member of this team you will work in a highly collaborative, dynamic environment, including close interaction and iterative improvement of process, engagement and delivery within the team itself, and cross-functional core operations and development delivery teams.
 
About You
 A passionate team player, you love delivering technologies and services that create the best possible customer experience and supports the success of their business. The customer’s experience is your highest priority.
 You approach team process and interactions with an agile mindset, looking for open collaboration and honest dialogue that drives continuous improvement and growth, as an individual and as a team.
 You understand that every part of our organization needs to align to deliver on the trust we build with our customers and the experience we deliver to them and strive to build and improve the relationships inside our company that will maximize this success.

Responsibilities:
 -Consider the customer experience your number one priority. Demonstrate leadership by ‘leading by example’, identifying development opportunities for individuals and the team as a whole in improving the customer experience by improving ourselves and the way we work together.

 -Exhibit clear and total end-to-end ownership during incidents (P1) issues that arise and ensure internal escalation paths and external communication requirements are met.
 
-Support resolution to complex technical issues related to our products and infrastructure as reported by or alerted to impact of our partner and customer technical staff.
 
-Identify and react quickly to mobilize the right people around critically impacting customer’s businesses, including iterative improvement of inter-team communications and Service Level Agreement delivery to resolve urgent issues.
 
-Act as a point of escalation for the squad teams to proactively engage with the customer for demonstrating our commitment to the success of their business.
 
-Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles and regular cross team training sessions.
 
-Work with other areas of Client Service leadership to identify, meet and improve KPIs that will drive the best possible customer experience and meet our internal and external service level agreements (SLAs).
 
Qualifications:
  • Bachelor’s Degree in CS, MIS, or relevant engineering/science fields, or equivalent experience.
  • 3+ years of demonstrable leadership – team lead or similar.
  • 7+ year of experience in Dev and Prod Linux environments (Vmware ESXi/Xen, any public cloud).
  • 5+ years of experience in directly working with customers and owning delivery of solutions or services.
  • 5+ years of experience in Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS, Web architecture and design or relevant coursework.
Deep technical background and grasp of current compute or SaaS technical stacks:
  • Knowledge of how the Internet works (HTTP and DNS).
  • Programming knowledge and experience (Perl/shell scripting or python/ruby preferable).
  • Knowledge of common network protocols (TCP/IP, ICMP) and tools.
  • Knowledge of web programming (HTML, javascript, ASP, JSP)
  • Familiarity with video streaming technologies including Silverlight and Apple HLS
  • Analytical mind with strong investigation and creative ‘thinks-outside-the-box’ problem solving skills.
  • Experience understanding and defining KPIs or otherwise developing a return on investment (ROI) strategy and how to deliver and measure it.
  • A proven track record of core responsibility in owning end to end delivery of a customer facing service or solution.
  • Excellent verbal and written English communication skills, including the ability to disseminate information in a clear and concise manner to both business and technical audiences.
  • Self-motivated, self-directed and passionate about driving results and scaling our services for the benefit of our customer’s experience.
  • Strong relationship building skills, can positively influence the actions of others and be a passionate team player.
  • Proven ability to communicate about and manage and prioritize multiple priorities, commitments and projects.
  • Knowledge of support workflows (ITIL escalation) and Incident tracking tools (Jira, PagerDuty, Zendesk or similar).
  • Experience with monitoring and testing network tools (Gomez, Keynote or Catchpoint).
  • Availability for possible on-call escalations.
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