Senior Support Operations Manager

Há 3 dias


Portugal Akurateco Tempo inteiro

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
Tech Support Team Lead Responsibilities:
  • 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
Requirements:
  • 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
Preferred Qualifications:
  • Technical support experience in card processing or fintech companies
  • Holding a higher or incomplete higher technical education is a plus
We Offer:
  • 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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