Product Support Coordinator

Location: Katowice
We are building the SnapShot Marketplace, where a wide selection of hospitality solutions can be bought, built, and sold seamlessly. With only one login, hotels have access to a secure platform of ready-to-use, pre-integrated apps. Our Marketplace is global, secure, and connected, and it utilizes the power of data of all sizes and sources, creating a step change for the entire hospitality industry. The marketplace is tied together by Fabric, a new hotel communication platform, which provides a central solution for all hotel user management and social interactions.
For our growing development center in Katowice we are looking for an experienced Product Support Coordinator.

  • Act as a main technical point of contact for Customer Experience Teams from around the world
  • Effectively work and communicate with remote Customer Experience Teams, coordinating the issue escalation process
  • Report the status of work to the senior management and executing management decisions
  • Translate the customer feedback and enhancement requests into architectural solution proposals, to be later planned as tasks for the team
  • Quickly understand and act on different issues reported by Customer Experience Teams, coordinating the efforts to provide solutions in a timely manner
  • Understand the interactions between different systems in the product line
  • Design and facilitate technical training for Customer Experience Leadership and Teams
  • Create automation tools to streamline Customer Experience workflows and processes for international teams
  • Supervise the team of Application Support Engineers analyzing production system issues
  • Coordinate defects correction with development department based on internal SLAs
  • Server side web programming/analysis, application development using Microsoft .NET specializing in ASP. NET MVC using C#
  • Basic knowledge of Java programming
  • Good knowledge of RESTful web services
  • Understanding of object oriented programming
  • Good understanding of relational databases, ability to run queries and analyze data from logs
  • Experience with distributed code versioning systems (like Git)
  • Experience working in an Agile development environment
  • Strong verbal and written communication skills in English
  • Experience with CRM Software or past experience working in a Customer Support oriented environment a strong plus
  • Experience as a team leader organizing the work for other people around the defined company processes
  • Working within a team of young and highly skilled people in a fast paced, global environment
  • Possibility of international travel
  • Professional and personal training
  • Flexible working hours
  • English speaking environment
  • Wonderful atmosphere based on our company culture
  • A lot of company benefits
If you are interested in applying for this position, please send by email a recent CV and covering letter, for the attention of:
Bianca Courtenay, Head of HR and Administration, [email protected]