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Customer Operations Helsinki, Finland

Technical Lead, Business Support, Helsinki

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We are looking for a Technical Lead to assist our Business support & testing team in Helsinki. You will join a close-knit, ambitious team of 17+ highly talented and motivated Solution Analysts based in Finland, Germany, Australia, Italy and Spain .  

The team is responsible for supporting continuous service customers and colleagues to get the most out of their RELEX system. In addition, the team supports the product organization by conducting acceptance testing for development items. 

What you will be doing: 

People Development 

  • Creating and maintaining technical on-boarding plans 
  • Training Solution Analysts on new products, technologies, tools, etc. 
  • Create support specific training for Solution Analysts  
  • Technical mentoring on 1:1 basis 
  • Provide feedback to Team Leads and Solution Analysts for Development discussions 
  • Participate in technical assessments during hiring process 

Product Supportability 

  • Build-up and maintain an active collaboration with respective Product and Technology teams 
  • Provide feedback to Product and Technology teams about challenges Support teams are facing 
  • Co-develop documentation with Product and Technology teams for Support 

Troubleshooting 

  • Leading troubleshooting of difficult, high profile incidents 
  • Assisting Support Analysts owning the ticket – troubleshooting ideas/help to resolve  
  • Review and resolve tickets when required
  • Driving the reduction of recurring issues 

Business Management 

  • Contributing to the process development and improvements 
  • Participating and/or leading support initiatives 

What you'll bring to the table:

  • Troubleshooting skills 
  • Solid knowledge of the RELEX Plan application  
  • Understanding of RELEX architecture and database
  • Knowledge of using monitoring and logging tools i.e. Datadog 

Soft-skills 

  • Communication 
    • Giving feedback 
    • Setting expectations 
    • Presentation skills 
  • Influencing skills 

What we offer 

  • An international career and learning opportunities in a rapidly growing software company
  • A fun, ambitious and committed Team of smart people to work with 
  • Flexible work schedules and employee well-being 
  • Responsibilities building our Business Support capabilities towards providing best platform for the best retail planning solution in the world 
  • Impact on attaining the targets and goals of the Team to meet the ones of RELEX