Team Lead / Support Analyst

Timisoara
Romania

About the job

  • Oversee the day-to-day activity of the Support Team;
  • Act as a senior agent who will drive customer satisfaction through customer support;
  • Monitor the progress and resolution of production tickets in compliance with the agreed SLAs;
  • Provide direct supervision of the support staff which may include: recruitment, evaluations, and disciplinary;
  • Act as a mentor and provide oversight, coaching, and training to support staff;
  • Be the point of contact when it comes to escalations;
  • Clearly communicate escalated issues to product and service managers as needed;
  • Manage and report on all incoming support inquiries;
  • Monitor team performance and report on metrics;
  • Implement any necessary preventive measures to reduce customer faults and issues;
  • Review all support related processes and documentation for continuous improvement.
  • Provide Support (2LS) in function of the incident management process;
  • Detect, investigate and resolve various production issues that impact our platforms and services;
  • Detect recurring errors, minimize their frequency of occurrence or solve them completely;
  • Monitor the applications based on automated alerts and determine their impact and urgency of such alerts. Also notify the involved parties if needed and follow up the issue;
  • Create and maintain automated monitoring instruments (scripts, queries);
  • Help set up automated scripts to replace day to day repetitive manual tasks;
  • Get involved in the development process by bringing forward ideas and suggestions of functionalities that enable quick and easy incident resolution;
  • Extend and improve user documentation and knowledge base;
  • Analyze production processes and reports to ensure that SLA terms are met;
  • Analyze logging information and proactively identify potential issues for our customers

About Unifiedpost

Unifiedpost is a Business-Process-as-a-Service provider (BPaaS) and offers a complete technology portfolio for identity management, document management, payments & payment management, app stores with value-added services. We support corporates and B2B communities.

Our solutions range from the mundane, such as e-invoicing, to the clever ‘fintech’, facilitating asset-based lending services and alike. Unlike many point-solution providers, Unifiedpost is the one-stop-shop for streamlining your financial value chain.


We would be happy to see

  • A good understanding of SQL: building complex SELECT statements, ways to JOIN tables, using GROUP BY together with aggregation functions;
  • Good knowledge of working with spreadsheets (Excel or Google Sheets): pivot tables, using VLOOKUP or other methods of combining data, building complex formulas, data formatting and charts;
  • Basic knowledge of HTML, CSS, XML, XSD, JSON;
  • General knowledge of Linux / Unix is a plus;
  • Have heard or worked with Splunk, Graylog, Sumo Logic and JIRA;
  • Detail-oriented, analytical, open-minded and willing to acquire more technical knowledge;
  • You value team effort and act as real team player;
  • A background in the Payments industry would be an asset;
  • You are an excellent communicator in English, both written and spoken. Knowledge of French and/or Dutch would be an asset.
  • Be proactive, forward-thinking and focus on problem solving more than problem finding;
  • Think about continuous improvement - always find new tools and methods for yourself and your colleagues;
  • Be the link between our 1LS and 3LS teams;
  • Be capable to understand the problem, reproduce it and explain it to any stakeholder;
  • Find quick workarounds or fixes to any of the problems that might appear;
  • Keep up with the product and project development and be the ‘go-to’ person for functional knowledge

This is what you win

Challenges: we’re transforming the world of business communications and transactions. You will develop your technical skills but also your knowledge about business processes.

Responsibility: making a difference in decision-making means you take on responsibility, not just tasks.

Common purpose: you grow by learning new skills and we benefit from your knowledge. We all work together towards one goal.

Unifiedpost Group is gradually transforming into a more regulated company. As a result, all roles within any of the companies of the Unifiedpost Group are subject to some form of a background check. For most roles, this will involve a simple identity and degree verification. For other roles, we might be required to also verify your criminal record and employment history. 


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