Support Engineer - Queue Tracker

...enthusiastic and outstanding! ... helpful and present! ...young and smart!... ah, almost forgot:
also good-looking!...

This is in a nutshell the Lugera team in Romania.

A bunch of dedicated, happy people ready to face in a natural, positive and friendly fashion all your challenges... a bunch of people at the service of people, unconditionally!

We started with hope in our souls and a smile on our faces when many others were there, way ahead of us.
We managed to make our voice heard out loud and the warmth of our hearts touched each and every recruitment we accomplished... why? ...because we are caring people, driven by the power of
“WE CAN DO IT!”

And you know what? We continue this way! And Lugera Republic is whatever republic should be: smiles on every face, glamour on every "street", laughter and success in every "building"!

Everyone who applies for a Lugera job is officially a citizen of our republic!

For our client, the largest American software producer in the world, we are looking for a Support engineer with Queue Management responsibilities.

Proven experience in handling high-pressure situations;
Managing stakeholder and customer escalations;
Advanced skills in Office Package (Outlook and Excel);
Experience in customer support;
Comfortable with ambiguity and change;
Managing cross-team collaboration and communication;
Able to work through conflicting priorities and manage time efficiently.

Monitoring incoming volumes and triage service requests to appropriate owners, based on their skills and on the business priorities, taking customers’ needs and other urgencies into consideration;
Managing stakeholders’ escalations and setting expectations;
Supporting engineers with case-related operational activities such as engaging other teams;
Being the point of contact regarding supportability and team availability for collaborations;
Scheduling engineers based on availability and incoming volumes;
Participating in training and ensuring focus on continuous development;
Ensuring all team-related processes are maintained up to date and sharing feedback on tool improvement opportunities;
Managing cross-team collaboration and communication.

No: PR/021115