Technical Support Lead

5 meses atrás


Lisboa, Portugal Akurateco Tempo inteiro

Akurateco is a payment orchestration & white-label payment gateway software provider, a fully brandable solution with 250+ integrated payment providers worldwide allowing users to own a ready-to-use PCI DSS payment gateway and manage multiple payment channels in one single place.We're expanding our team and looking for a Technical Support LeadResponsibilities:*Establish effective Tech support department work adjusting the workflows, documentation, SLA etc.;* Managing Technical Support team (define and clearly communicate objectives and goals for the Technical Support team, track team progress and report on work efficiency on a regular basis);* Act as hands on leader who is able to proactively solve clients issues across a range of topics;* Collecting as much information as possible about the problem and attempting to solve it independently or escalating it to the appropriate Tech team (QA, developers, BA, DevOps, or system administrators);* Installing and configuring client connection systems, e.g. accounts, connectors, etc;* Responding to client support requests, repairing software system malfunctions, issues and related problems;* Evaluate and prioritize customer support cases;* Respond to customer inquiries and assist in troubleshooting and resolving challenges;* Communicate and resolve customer problems via the Jira system or live chat;* Tracking and managing work records and documentation.Requirements:* Bachelor's degree in information technology or computer science;* Proven work experience as a technical support engineer or in a similar role for at least 3 years and as a Technical Support Manager – 2 years;* To be an escalation point for varied technical support requests and challenges;* Strong testing skills and knowledge of web services, APIs, and IP-based protocols;* Ability to troubleshoot complex system and software issues;* Client-oriented and friendly attitude, attentiveness, self-dependence;* Knowledge of English at least at the intermediate level.Will be a plus:* Technical support experience in card processing or fintech company;* Having a higher or incomplete higher technical education is a plus;* Bachelor's degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.We offer:* Interesting and extensive project;* Flexible working hours and work-life balance;* 20 vacation days, sick leaves upon request;#J-18808-Ljbffr



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