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Joboffer number #176349

Team Lead (Support team)

CV Market client
Job ad expired!

Job Description

Primary responsibilities:

  • Leading and coaching team members;
  • Ownership and maintenance of support and maintenance flow;
  • Support process analysis and documentation;
  • Ordering the tickets to best support of goals and missions set by the Product Steering Committee;
  • Ensuring that the ticket backlog is visible and transparent;
  • Ensuring internal users, stakeholders, account managers and engineers solving the issues or inquiries understand tickets to the level needed;
  • Ensuring the value of the work the Support Engineering Team performs;
  • Assure good quality of tickets by educating users, gathering missing requirements and supervising feedback from engineers.


  • Experience in Team Lead position, strong team coaching skills;
  • At least 2 years of previous technical support or relates customer service experience in a software environment;
  • Experience with databases (esp. MS SQL), MS Windows;
  • Ticket tracking software experience;
  • Strong interpersonal, negotiation, and presentation skills; strong written and verbal communication skills (in English);
  • Ability to interview business subject matter experts and internet marketing clients to capture requirements and product feedback;
  • Ability to quickly analyze, learn and document new business processes and concepts. Must be experienced in conducting gap analysis and root
cause analysis and recommend alternatives to streamline process flows;
  • Works well with executives to grasp big picture vision and with operations staff to develop detail-oriented test cases.

Experience in following areas will be an advantage:
  • Experience in Agile software development philosophy, methodologies, practices, and procedures;
  • Knowledge of Scrum or other Agile methodologies;
  • Knowledge of Lean, ITIL or similar operations and support friendly practices.

Company offers

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Team Lead (Support team)
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