Вакансія Technical Support Lead

Skills

• API
• Jira

Опис вакансії

Responsibilities:

• 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;
• Jira experience;
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.