Opportunity: Process Specialist for EV Backend Support (Team Lead for Support Team)

Start Date: 01/03/2025

Work Arrangement: Partially onsite and remote work

Seniority Level: 3-5 years of experience

Responsibilities:

• Model and document support processes for the EV Backend team.
• Maintain regular communication with the Backend support team, consisting of one Developer and one QA.
• Establish and report Support KPIs, learning best practices from other teams and applying them to the Backend.
• Assist in organizing the investigation of customer issues, prioritizing work, and reflecting completed tasks.
• Manage the Issues Backlog by maintaining and prioritizing customer issues and ensuring the team follows established incident management rules.
• Participate in and represent the Backend team in daily meetings with the Customer Support team.
• Ensure quality assurance by working with teams to collect data and prevent recurrence of issues.
• Develop training materials and documentation to ensure a high level of support for new features and products.

Technical Skills:

• Strong oral and written communication skills.
• Proficiency in process modeling and workflow analysis.
• Strong analytical skills for data evaluation and critical thinking.
• Data analysis and visualization skills.
• Proficiency in O365 (Teams, SharePoint, etc.) and the Atlassian suite (Jira Cloud, Confluence, etc.).

Experience:

• Demonstrated experience in process management.
• Experience working in a large and complex environment.