VXSoft

JOB DESCRIPTION: Head of Support Center will manage a group of 10 technical and call center support staff. Manage and coordinate training and guidance to different user groups of more than five e-gov systems developed by the company. The number of users is more than 15,000. All systems and users are located in Armenian or CIS countries.

JOB RESPONSIBILITIES:
• Coordinates and manages team of support specialists for receiving, prioritization and responses to incoming telephone, email and in-person requests for assistance from systems users in a timely and accurate way,
• Evaluates and resolves collected users’ issues in-person and remotely; corrects routine issues, if needed contacts appropriate resources for additional assistance,
• Identify user training and support needs and helps them in using specific systems features,
• Report product malfunctions and bugs to relevant QA staff,
• Follow up with users to ensure their technical issues are resolved Assist in training process of our product customers,
• Develop annual support and system modernization strategy with beneficiary Government and private organizations and follow the plan in accordance with ISO 9001 requirements.

REQUIRED QUALIFICATIONS:
• University degree in IT or relevant fields,
• Excellent communication skills in Armenian, English and Russian will be an asset,
• Excellent user-level computer skills (MS Windows, Office family products)
• Experience in managing call center and customer support teams for more than 3 years,
• Experience using help desk, task management software (JIRA preferable) and remote support tools (Teamviewer, AnyDesk etc),
• Ability to work on multiple tasks at the same time.