Technical Support Team Lead

emerchantpay is a leading global payment service provider and acquirer for online, mobile, in-store and over the phone payments. Our global payments solution is available through a simple integration, offering a diverse range of features, including global acquiring, global and local payment methods, advanced fraud management and performance optimisation. We empower businesses to design seamless and engaging payment experiences for their consumers.

We are looking for an experienced, full-time Team Lead in the Technical Support team to join our IT team. They will iterate quickly and deliver in a fast-paced environment with an attention to details.

Responsibilities:

• Oversees the day-to-day operations of their Technical Support team.
• Leads and mentors the Technical Support team, performing regular staff reviews, communicating and adhering to new procedures, policies and goals.
• Provides direct supervision of senior technical support engineers in the team.
• Is the point of contact when it comes to technical escalations.
• Tracks and improves team performance metrics, workflows, and SLAs.
• Monitors the ticket system queues and assists with daily goals; conducts quality control to reduce errors.
• Establishes, recommends, and implements policies to ensure quality and efficiency in providing customer-oriented services.
• Works effectively with other teams implementing strategies to increase profitability, productivity, and overall improved customer experience.
• Ensures that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Implements any necessary preventive measures to reduce mistakes and issues.
• Reviews Technical Support related processes and documentation for continuous improvement.
• Works independently, and generally with minimal supervision.

Requirements:

• 10+ years total experience; at least 2-3 years of experience in a similar team management role with strong technical focus.
• Strong leadership skills, with advanced organizational and interpersonal abilities.
• Excellent technical, troubleshooting, and problem-solving skills.
• Decent understanding of HTML, CSS, Javascript, PHP, XML, etc.
• Decent knowledge in networking and protocols – e.g. HTTP(S), (S)FTP, SSL/TLS, TCP/IP, etc.
• Appropriate IT-related degree or relevant experience (candidates coming from system administration, devops, QA, or development background also welcome)
• Able to communicate technical information clearly to others.
• Research skills and ability to gather information to support technical decisions.
• Willingness to build professional relationships with staff and customers.
• Strong technical writing and documentation skills
• Detail-oriented, with high standards for deliverables
• Fluent English, both written and verbal
• An enthusiastic, hard-working, motivated person with excellent communication skills and a sense of humor
• Experience with public clouds – AWS (preferred), GCP, Azure, etc.
• Experience with monitoring tools

Considered an advantage:

• Experience with ticketing systems (Zendesk preferred)
• Experience with Linux
• Previous experience in the payment industry

Benefits:

• Fast-growing payment company
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware
• Modern, challenging, constantly growing business
• Professional development - books, trainings, certifications, etc.
• Team buildings and fun activities
• 25 days paid holiday, 1 day for every 2 years with us
• Fully distributed and remote
• Benefits platform containing many benefits to choose from

If you are interested, please apply with your CV in English. Only shortlisted candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by emerchantpay ltd. UIC 175117520 is solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.

emerchantpay is an equal opportunity employer. We appreciate people with different backgrounds and mindsets and honor diversity and inclusion.