Technical Support Team Lead

2 days ago

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emerchantpay

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We’re on a mission to create a global payment ecosystem that connects businesses and consumers everywhere.

Credit Card Processing Services • Alternative Payment Methods • Online Billing • Banking/ Financial Services • eCommerce

201 - 500

Description

• Oversees the day-to-day operations of their Technical Support team. • Leads and mentors the Technical Support team, performing regular staff reviews, communicating and adhering to new procedures, policies and goals. • Provides direct supervision of senior technical support engineers in the team. • Is the point of contact when it comes to technical escalations. • Tracks and improves team performance metrics, workflows, and SLAs. • Monitors the ticket system queues and assists with daily goals; conducts quality control to reduce errors. • Establishes, recommends, and implements policies to ensure quality and efficiency in providing customer-oriented services. • Works effectively with other teams implementing strategies to increase profitability, productivity, and overall improved customer experience. • Ensures that all customer inquiries and issues are solved correctly and in a prompt and professional manner. • Implements any necessary preventive measures to reduce mistakes and issues. • Reviews Technical Support related processes and documentation for continuous improvement. • Works independently, and generally with minimal supervision.

Requirements

• 10+ years total experience; at least 2-3 years of experience in a similar team management role with strong technical focus. • Strong leadership skills, with advanced organizational and interpersonal abilities. • Excellent technical, troubleshooting, and problem-solving skills. • Decent understanding of HTML, CSS, Javascript, PHP, XML, etc. • Decent knowledge in networking and protocols – e.g. HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc. • Appropriate IT-related degree or relevant experience (candidates coming from system administration, devops, QA, or development background also welcome) • Able to communicate technical information clearly to others. • Research skills and ability to gather information to support technical decisions. • Willingness to build professional relationships with staff and customers. • Strong technical writing and documentation skills • Detail-oriented, with high standards for deliverables • Fluent English, both written and verbal • An enthusiastic, hard-working, motivated person with excellent communication skills and a sense of humor • Experience with public clouds – AWS (preferred), GCP, Azure, etc. • Experience with monitoring tools • Experience with ticketing systems (Zendesk preferred) • Experience with Linux • Previous experience in the payment industry

Benefits

• Fast-growing payment company • Excellent working conditions, casual atmosphere, and state-of-the-art hardware • Modern, challenging, constantly growing business • Professional development - books, trainings, certifications, etc. • Team buildings and fun activities • 25 days paid holiday, 1 day for every 2 years with us • Fully distributed and remote • Benefits platform containing many benefits to choose from