Senior Support Operations Manager
Há 3 dias
Akurateco, a leading payment orchestration and white-label payment gateway software provider, is seeking a seasoned Technical Support Lead to join its team. With a strong focus on delivering exceptional client experiences, this role will lead the charge in establishing an effective technical support department, ensuring seamless workflows, documentation, and service level agreements.
Responsibilities: Main Objectives:
- Establish efficient technical support department operations
- Lead the Technical Support team in defining objectives, tracking progress, and reporting work efficiency
- Proactively solve clients' issues across various topics
- Collect information about problems and attempt to resolve independently or escalate to relevant teams (QA, developers, BA, DevOps, system administrators)
- Install and configure client connection systems, e.g., accounts, connectors
- Respond to client support requests, repair software system malfunctions, and related problems
- Evaluate and prioritize customer support cases
- Communicate and resolve customer problems via Jira or live chat
- Track and manage work records and documentation
- Bachelor's degree in Information Technology or Computer Science
- At least 3 years of experience as a Technical Support Engineer or in a similar role, and 2 years as a Technical Support Manager
- 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 an intermediate level
- Technical support experience in card processing or fintech companies
- Holding a higher or incomplete higher technical education is a plus
- An interesting and extensive project
- Flexible working hours and work-life balance
- 20 vacation days, sick leaves upon request
- A competitive salary range of $80,000 - $120,000 per year, depending on experience
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