Technical Support Team Lead in Constanţa

ITIL (nice to have) Linux (regular) Networking (regular) Customer Support (regular) Troubleshooting (advanced) IT Support (advanced) WE ARE CHANGING RETAIL AND THE WAY PEOPLE SHOPDo you want to:help redefine the shopping experience for customers and retailers?work with some of the world’s biggest and most prestigious retail brands?create retail tech that changes people’s lives?If so, then keep reading!Our Global Team is home to remarkable talent and now there is an exciting opportunity to join as Technical Support Team Lead, in Poland (Silesia/Krakow area). We are expanding rapidly, but only with top talent and this is an interesting time to join. We are looking for a service minded support technician with the ambition to form and lead the support organization. If that’s you, then apply today and help us shape OmboriGrid and the future of retail.What does OmboriGrid do?We are creating the market leading Store Digitalization Platform to power the best in-store shopping experiences for customers and empower employees. Our mission is to improve people’s lives by empowering organizations with technology, and our people lives with the core values of the company, Collaboration, Openness and Speed.We bridge a wide range of IoT devices, AI and machine learning powered cognitive services with touch screens and mobile phones to create solutions that are memorable, easy to use, and delight our customers.Find out more about us on our Website and YouTube channel.What will you be doing?You will be responsible for setting up support routines, processes, way of working and tools. As the team expands you will be managing the support organization. You will be part of the support rotation in first line and play a critical role for increasing customer lifetime value and customer satisfaction. It can be achieved through both reactive support and proactive monitoring. With the overall mission to ensure a smooth experience for end users interacting with OmboriGrid product and solutions.The support organization is also involved in client expansion, new site installation and go-live. Supporting the client, CSM and tech team where needed, mainly from a technical installation configuration and testing point of view.You will be resourceful problem solver who has a well-developed sense of service and think that problem solving is fun and rewarding.Your role will involve the following:Setting up and continuously improve processes, tools, way of working and routines for the support organization (first, second, third line)Leading the support team going forwardInteracting with Sales/CSM team and development org to set up knowledgebase, dashboards, and reporting (also follow up on HW- and external service partners), Tracking and reporting performance on support key metrics internally to stakeholdersAnswering inquiries/tickets and perform first and second line support. Conducting professional and empathetic conversations with customers to gather information, troubleshoot and resolved their obstacles, ensuring each customer support request is handled within their SLAActing as the key person in remote troubleshooting and resolution of customer reported issues involving onsite hardware and software solutionsPerforming proactive monitoring and act on it to prevent or minimize impact to customersEscalating issues that need third line support attention (tech team or partners on the site)Are you the right fit?We're looking for someone who has:Experience in a similar role. Technical Support experience involving hardware, software, and networkingLeadership skills. Lead by example and help motivate, inspire, and empower your team.IT-technical skills. Understanding of Linux windows and Mac OS operating systems and ability to use command line tools and similar tools for troubleshooting. Web and Cloud solutions.Extraordinary communication, social and people skills. You will need to be fluent in both written and spoken English. You will also need to be comfortable working with colleagues and clients for whom English is not a primary language. Ability to explain complex concepts and solutions.Solution orientation. Strong desire to help people solving complex problems.Networking. Ability to leverage resources within the company to get to right answers and achieve resolution through self-drive.Prioritizing. Ability to handle and prioritize a portfolio of tickets at various stages of resolution.We'd love it if you also had the following: Experience leading a service desk organizationITIL knowledgeWhy join OmboriGrid?We're looking for people who relish a challenge and enjoy pushing themselves. Don't expect to stay in your comfort zone - our clients are demanding, and they expect the best. But here's what we offer you.Be part of a growing international team of talented professionals. You'll find yourself working alongside people from countries such as Sweden, Poland, Philippines, Hungary, US, Spain, and the UK.Be part of challenging, innovative projects and deliveries with high profile clients and partners throughout the world. You'll have the satisfaction that comes from providing service for ground-breaking solutions that will be used by millions of people together with our clients including well-known brands like Target, Dufry, IKEA, H&M, Lindt, Max Fashion, and ACE Hardware and partners like Microsoft, Samsung, Intel, ITAB, Avanade, Tech Data.Develop your full potential. We pride ourselves on having a culture that allows everyone to feel valued and empowered. As part of OmboriGrid, you'll be expected to step up and take ownership of whatever you work on. Show us what you can do and carve out a role that's perfect for you.Interested? Let's talk.