Jozef Stofira
Customer Support Manager at QualityUnit- Claim this Profile
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English Professional working proficiency
Topline Score
Bio
Jozef Sovcik
Jozef belongs to a small group of customer support/service people who really advocate on behalf of their customers. He has strong communication skills and was capable of managing his team quite efficiently. His position at Visicom was one of the "least appreciated" (always between the stone and the hard place), but he was able to lead "hot topics" to win-win situation.
Jozef Sovcik
Jozef belongs to a small group of customer support/service people who really advocate on behalf of their customers. He has strong communication skills and was capable of managing his team quite efficiently. His position at Visicom was one of the "least appreciated" (always between the stone and the hard place), but he was able to lead "hot topics" to win-win situation.
Jozef Sovcik
Jozef belongs to a small group of customer support/service people who really advocate on behalf of their customers. He has strong communication skills and was capable of managing his team quite efficiently. His position at Visicom was one of the "least appreciated" (always between the stone and the hard place), but he was able to lead "hot topics" to win-win situation.
Jozef Sovcik
Jozef belongs to a small group of customer support/service people who really advocate on behalf of their customers. He has strong communication skills and was capable of managing his team quite efficiently. His position at Visicom was one of the "least appreciated" (always between the stone and the hard place), but he was able to lead "hot topics" to win-win situation.
Credentials
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ITIL® Service Transition Certificate
EXIN your ICT competence partnerOct, 2017- Nov, 2024 -
ITIL® Service Operation Certificate
EXINSep, 2015- Nov, 2024 -
ITIL® Foundation Certificate in IT Service Management
EXINDec, 2012- Nov, 2024
Experience
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Quality Unit
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Slovakia
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Information Technology & Services
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1 - 100 Employee
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Customer Support Manager
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Dec 2019 - Present
Managing Customer support team, providing support for our QualityUnit products "LiveAgent" and "Post Affiliate Pro". My support team is organized into 3 levels. Support agents on the 1st line managing 24/7 support coverage via chats & tickets, support technicians on the 2nd line focusing on technical issues, and support developers on the 3rd line for most complex code or database-related issues. Besides 3 lines of technical support, I also manage a sales-support team, providing Product presentations to potential customers and customer care for existing customers. Our global support team provides support for customers who are using our products all over the world and also helps everyone who is interested in our products and looking for help with initial setup, migration of data, or integration with their other systems. As head of the support team, I oversee all the operational activities, support processes, and sales-support activities. I also hire, onboard, manage and evaluate the people in my team. I am in regular weekly communication with the CEO, CTO, Product Managers, and Marketing manager aligning on current status as well as the upcoming events and strategic decisions. Show less
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AFS Technologies by TELUS Consumer Goods
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United States
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Software Development
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100 - 200 Employee
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Customer Support Manager
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Nov 2016 - Nov 2019
Managing Customer support team providing 2nd & 3rd level of support for AFS Retail execution application globally from 3 support centers. Located in European AFS center in Bratislava with 2nd and 3rd level of support within EMEA zone (2 team leaders and 12 support analysts), and managing remotely AMER zone (4 analysts in Mexico) and in APAC (2 analysts in Australia). My work includes participating in strategic and organizational decisions about the team, setup of support tools, creation and evaluation of KPIs and MOs, managing handovers of new implementations to sustain support, dealing with and resolving customer’s escalations and requests for hyper-care support during Go-lives, organizing service reviews and operational reviews with our top customers, leadership and guidance of team and hiring of new members. Show less
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Customer Support Team Lead
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Sep 2014 - Oct 2016
Responsible for support of AFS Retail execution application at all our customers in all zones (globally). Leading EMEA support team in Bratislava and also 3 people in AMER (2 in Mexico, 1 in Canada) and 2 in APAC (Australia) zone. I am also participating in strategic decisions, setup of support tools, creation and evaluation of KPIs and MOs, taking care of customer’s escalations and hyper-care during Go-lives, organizing service reviews and operational reviews with tier 1 customers, leadership and guidance of team and hiring of new members. Show less
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Visicom Inc
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Slovakia
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Information Technology and Services
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1 - 100 Employee
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Customer Support Teamleader
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Oct 2012 - Sep 2014
Responsible for Customer support team consisting of Servicedesk operator, HelpDesk operator and 9 Support Analysts providing 2nd and 3rd line of technical support for Visicom solutions (sales force automation, direct delivery, field force management, etc).
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Customer support analyst
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Oct 2009 - Oct 2012
My responsibility was to analyze more complex support cases (Tier 2/Tier 3) reported by our customers and also to provide consulting and solutions for IT issues and problems occurring in customers environment. After gaining more experience, I was also participating on problem management cases and handling escalated and high priority issues.
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Education
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2004 - 2009
Slovenská technická univerzita v Bratislave
Ing., Applied Informatics and Automation in Industry
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