Podstawowe informacje


Wrocław (Poland)

Typ umowy



Financial Services

Wymagane doświadczenie

> 3 years

Numer referencyjny


The key responsibilities are:
• Provide best-in-class support to our worldwide clients across all product portfolio
• Leading a team of (currently 8 individuals) working inside first level of support, 24/7/365 setup
• Make sure shift plans are in place and every individual is aware of her/his the frame of
• Provide feedbacks, performance reviews, career development as per company policies
• Ownership of team and individual performance based on agreed indicators
• Ensure SLAs and client satisfaction are being met
• Identify improvements to processes, workflow, patterns of work activity
• Foster synergies between first level of support and other departments
• Expand and take advantage of the knowledgebase
• Monitor work of team so it is being conducted in adherence to internal guidance & best practice
• Manage the first level of support backlog and trigger improvements to its handling


• 3-5 years of experience in a software/product support/helpdesk
organization in an international setting
• Experience leading/coordinating small or mid-size teams
• ITIL qualifications (i.e. ITIL Foundation v3 or v4)
• Goal driven and result oriented
• Fluent command of English in order to digest a variety of business
contexts and cooperate with different levels of stakeholders
• High degree of empathy, active listening, ease of communication
• Improvement mindset, critical thinker, challenger
• Outstanding organizational skills with the ability to multitask and
prioritize tasks/assignments
Advantageous Skills:
• Prior experience working in software products industry
• Working experience with clients from the Banking, Insurance,
Telecoms verticals
• Understanding of Finance & Accounting concepts
• Project management qualifications (i.e. Prince2 Foundation)


• Profit related bonus
• Ability to purchase company shares on preferential terms
• Private healthcare (for employee and family)
• Life and disability insurance
• Social Fund (multisport card, gift card for Christmas & Easter)
• English lessons during working hours
• Training budget
• Chillout room, board games, PS4
• Fresh fruits, tea and coffee
• Work from home options
• Flexible working hours
• Social Committee activities


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