Teknologji Informacioni (IT)Prishtinë1 javë më parëFull Time
TP is hiring, through its subsidiary TP Infinity, for the role of Hypercare Support Lead (m/f/d).
This role offers the chance to work in an international and forward-looking setting, contributing to major customer experience and digital transformation initiatives during the crucial period after implementation. Within TP Infinity, the successful candidate will work alongside consultants, architects, and technical specialists and help secure effective platform adoption, operational performance, and uninterrupted business operations for international clients.
What You’ll Be Doing
- Deliver day-to-day operational assistance throughout post-go-live hypercare stages, with a focus on platform reliability, user uptake, and continuity of business activities
- Oversee and prioritize incidents involving workflow routing, case handling, communication channels, AI-driven functionalities, approvals, and user interface elements
- Investigate and fix issues related to user access, permission discrepancies, authentication problems, and SSO challenges
- Observe platform performance and detect early risk signals, including SLA exposure, increasing backlog, workflow slowdowns, and queue overload
- Work closely with solution architects, implementation consultants, and technical teams to introduce corrections and improve configurations
- Record incidents and support requests in an organized way while keeping stakeholders clearly informed
- Create and update knowledge base materials, troubleshooting resources, platform guidance, and user manuals
- Provide refresher training, microlearning materials, and continued user assistance when needed
- Support the handover from hypercare into regular operations by documenting procedures and transferring knowledge to operational teams
What We Are Looking For
- 2–4 years of background in supporting enterprise SaaS applications, customer engagement platforms, or CCaaS solutions
- Strong analytical and troubleshooting capability, with the ability to identify and solve complex workflow problems quickly
- Experience assisting business users in dynamic, fast-moving operational settings
- Very good communication skills and the ability to interact with both technical and non-technical stakeholders
- A strong service-oriented approach and dedication to providing high-quality support
- Capacity to handle multiple priorities and work effectively under pressure
- Excellent English language skills; German is an advantage
Technical Expertise
- Background in supporting customer service, case management, communication, workflow, and AI-powered platforms
- Ability to carry out API testing, verify JSON payloads, and resolve integration-related problems
- Understanding of routing logic, workflow automation, SLA management, and escalation procedures
- Familiarity with user access administration, permission structures, and authentication troubleshooting
- Ability to review audit logs, workflow logs, event traces, and system activity records
- Experience with Postman, browser developer tools, and similar troubleshooting tools
- Understanding of operational reporting, monitoring, and performance management principles
Personal Skills
- Strong analytical thinking and problem-solving skills
- Excellent organization and documentation abilities
- Ability to stay composed and productive in high-pressure situations
- Strong communication and stakeholder management skills
- Proactive, solution-driven, and customer-oriented mindset
- Ability to work independently and cooperate effectively with cross-functional teams
Why Join?
- Contribute to innovative international projects focused on customer experience transformation
- Work together with skilled consultants, architects, developers, and industry professionals
- Take on an important role in supporting platform adoption and operational excellence
- Access flexible work arrangements and opportunities for remote work
- Be part of a collaborative workplace with flat structures and fast decision-making
- Receive competitive compensation and appealing employee benefits
- Benefit from ongoing learning and career growth opportunities within a global organization