Technical Support Team Lead
Posted 42 days agoOpen to discussion based on experienceJob Reference: 36402
Industry-leading Payments Solutions Provider looking for a Technical Support Team Lead
- Join a company with a flexible, trust-based approach to their employees.
- Company with 17 offices around the world, with the opportunity to work on global projects and collaborate with colleagues from different cultures and backgrounds.
- Work on a modern state-of-the-art tech stack.
Salary: Open to discussion based on experience
Bonus: Annual performance bonus up to 25% of annual salary
Location: Fully remote basis across Bulgaria
Responsibilities:
- Manage the day-to-day operations of the Technical Support team
- Lead and mentor the team, including senior technical support engineers, by providing regular staff reviews and communicating new policies, procedures, and goals
- Serve as the point of contact for technical escalations and ensure that all customer inquiries and issues are resolved accurately and promptly
- Monitor ticket system queues, improve team performance metrics, workflows, and service level agreements (SLAs), and conduct quality control to reduce errors
- Work with other teams to implement strategies for increasing profitability, productivity, and overall improved customer experience
- Review Technical Support related processes and documentation for continuous improvement
Requirements:
- least 8 years of total experience, including 2-3 years of experience in a similar team management role with a strong technical focus
- Strong leadership skills and advanced organizational and interpersonal abilities
- A decent understanding of HTML, CSS, JavaScript, PHP, XML, etc.
- Knowledge in networking and protocols such as HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc.
- Strong technical writing and documentation skills, detail-oriented, with high standards for deliverables
- Experience with public clouds such as AWS (preferred), GCP, Azure, etc., and monitoring tools
- Relevant IT degree or equivalent experience (backgrounds in system administration, DevOps, QA, or development are welcome).
- Previous experience in the payment industry is a plus.
Benefits
- Excellent working conditions, a casual working atmosphere.
- Excellent remuneration package, being in the top 10% of the industry standard.
- A focus on your professional development.
- Team building and fun activities;
- Benefits platform containing many benefits to choose from.
Consultant
