Support Lead (Retail)

Kiev, Ukraine
Description

SBTech is an industry-leading provider of turnkey omni-channel gaming solutions and powers the most successful gaming operators around the globe. SBTech currently employs over 1000 professional and experienced individuals – with the number rising daily. Here at SBTech, we allow you to create your own career. Opportunities are only limited by your ability, motivation and imagination – we believe in hiring the best people and providing them with the best tools and possibilities for growth.

Our platform is:

·       Distributed system architecture

·       Single-Page Application approach

·       MS-SQL, MongoDB, PostgreSQL DBs, advanced caching and data distribution

·       Elastic Search for big-data analysis

·       Advanced monitoring based on Kibana, StatsD etc.

·       Test automation and DevOps in mind to allow smooth operations

Requirements

Responsibilities:

·       Hire, build and train support team

·       Setup incident and problem management processes

·       Manage support team shifts schedule

·       Collaborate with product, development and rollout teams in the pipeline of product delivery

·       Collect and analyze customers feedback, contribute into product development

·       Control and measure team performance according to SLA and personal KPIs

·       Manage support team members personal development plans

Requirements:

·       1+ years’ experience leading 1st and/or 2nd line support teams

·       Hands-on experience with Windows/Linux environments

·       Hands-on experience with monitoring tools

·       Good understanding of computer systems, mobile devices and other tech products

·       Ability to diagnose and troubleshoot technical issues

·       Familiarity with remote desktop applications and help desk software (eg. VNC)

·       Excellent problem-solving and communication skills

·       Ability to provide step-by-step technical help, both written and verbal

Why join our Dream Team?
The Company offers excellent benefits

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