Team Manager Support
Sinch, Sweden
Job Description
Thirsty for never-ending knowledge and being a part of a team supporting some of the biggest companies in the world? We are looking for a Team Manager Support to come and join our team in Kalmar!
The essence of the role
Our leading communications platform enables businesses to reach every mobile phone on the planet, in seconds or less, through mobile messaging, voice and video and we need a Team Manager Support engineer to help us make sure we are up and running.Managing a part of the 24/7 support team and seeking a good balance between efficiency and quality. Aside from technical hands-on work, working with improvements for the support group, planning the schedule, perform training and follow up on the teams goals and performance.
The support team serves customers who use our products. We receive queries from all corners of the world and naturally we operate 24/7 to meet the needs of our customers. Think about the technical experts in some of the biggest tech companies in the world that’s the kind of customers you will support in this role.
As our Team Manager Support you will:
- Lead and plan daily work in the support team.
- Evolve the team in both knowledge and efficiency.
- Work hands-on with customer and supplier problems.
- Insight into ongoing problems as well as taking responsibility for escalated issues.
- Feed information, improvement areas and overall status to the support 24/7 manager.
- Aid with training sessions on needed areas.
- Plan the scheduling and managing resources.
- Be responsible for onboarding and offboarding of team colleagues.
- Help with annual salary review for team members.
- Involved in performance talks and goal settings.
- Monitor projects for engineers in the team.
- Motivates the team and resolves any ongoing conflicts.
- Involved in Quality control.
Who are you?
This is a challenging role with a steep learning curve. In order to be successful in this position, you have to be curious and always want to learn new things! You need to have a can-do- attitude and see problems more as challenges.
Sinch is a tech company through and through and good ideas are listened to and often executed - we want you to feel part of the bigger picture!
In order to be successful in this role you have:
- 2+ years of work experience in relevant field.
- Personal drive and a good people's person.
- Experienced support engineer with a natural ability to shoulder complex situations.
- Ability to keep multiple tasks active at once.
- Good educational skills.
- Proven documentational and process-oriented work.
Big plus!
To stand out from the crowd you could have:
- A degree in Computer Science or other relevant to the role
- Basic knowledge of UNIX and Linux systems
- Background in telecoms and wireless communication
- Previous knowledge of the mobile communications standards such as GSM and 4G
- Understanding of the SS7 protocol suite and SIGTRAN
- Basic knowledge of SQL
About the recruitment process:
To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties making a decision in this process and welcome you to ask any questions you may have at any stage of the process.