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Customer Support Lead

Published 17.03.2021
Better PR
We are looking for an experienced Customer Support Lead to help us ensure our company continues to deliver great service to our customers.
Better is building healthcare software solutions that help medical teams improve patient care. Our open-data medical platform and healthcare applications already support over 22 million patients in more than 500 hospitals worldwide. You can imagine that top level customer support is among the most important areas for us.
This is where you come in as our new Customer Support Lead. Your goals will be:
  • defining and organising the overall support process
  • working with other support specialists and engineers within the product teams
  • help with finding additional customer support team members when the workload increases
You are an excellent candidate if you:
  • have excellent organisation skills
  • are precise and detail-oriented
  • love well-structured processes and documentation, and systematic work
  • have the ability to prioritise
  • are autonomous and self-motivated
  • are persistent and an excellent communicator
What you will do
  • In this position, you will define support procedures, their initial implementation as well as their continuous improvement
  • Keep track of customer contracts, their SLA and potential other support requirements
  • You will work collaboratively with our product teams and their support resources
  • You will keep a watchful eye on support issues and their resolution SLA targets
  • You will be the main point of contact for all customer support requests
Skills and expertise you need to excel at this job:
  • At least 4 years of experience in similar role
  • Experience with ticketing systems
  • High level of general IT literacy
  • Familiarity with current development and deployment trends
  • Project management skills
  • Excellent fluency in English language (German, French or Russian is a plus)
  • At least foundational familiarity with ITIL framework. Certification is a plus
And here is what we offer:
  • A high degree of autonomy, flexible working hours and an option for partial work from home even after the Covid pandemic (we are currently on remote)
  • Family-friendly environment, supportive of your free time and life after work
  • Full-time employment with extra benefits
  • Investment in your continued personal and professional development (Better will support you with courses, conferences, and training)
  • Great location in Ljubljana
  • Strong employee wellbeing policy
Interested? Fill in the form below, upload your CV, and we will get back to you.

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