Support Team Lead (ICO)

Urgent! We are preparing for ICO! An experienced Support Team Lead is required for a new ambitious project - Storiqa. We are creating innovative multilevel marketplace with integration of Blockchain technology and the systems of product analysis. The project is on its final stage of MVP.

Key responsibilities:
Coordinate the support multilanguage remote team (EN, CN, JPN, COR, RU etc.) of 10-25 people
Orginize the continuous & effective support process
Orginize the process of the key customer-interactive resources (telegram chats, email, facebook, linkedin etc.) monitoring and accumulating tickets/quickly-solvable problems at the single source for the target group of experts (Developers, Marketing&PR, External contractors etc.)
Control the key SLAs (answer the customers questions, resolving of tickets & so on)
Control the internal ticket routing process (from 1st line to 4th line of support)
Control the Knowledge Base & FAQ enrichment
Subordinate personnel trainings & knowledge exchange
Resolve the controversial and complex situations

Key competencies:
Strong technical experience & skills
Strong teamleading experience & skills
Basic business processes & product features understanging
High responsibility for personal and subordinate employees results
Real experience and understanding of the base IT support methodologies and terms (ITIL/ITSM, DevOps, SLA, Request Management, Knowledge base, Service Desk, Ticket/Incident etc.)
Customer focus and positive company service image making
Proactivity, independence, problemsolving, communication skills
Blockchain & cryptocurrencies specificity understanding as an advantage

Terms and conditions:
Salary increase and bonus beginning from $15 000 after going through the ICO procedure
Training, professional development at the company’s expense
The office is located within walking distance from Baumanskaya metro station.

Ключевые навыки
Business English
Blockchain
JavaScript
Project management