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Technical Support Team Lead

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Bulgaria

Offer summary

Qualifications:

10+ years total experience with 2-3 in team management, Strong technical skills in troubleshooting, problem-solving, HTML, CSS, Javascript, PHP, XML, Knowledge of networking, HTTP(S), FTP, SSL/TLS, TCP/IP, Experience in public clouds - AWS (preferred), Experience in monitoring tools.

Key responsabilities:

Manage day-to-day operations and mentor team
Lead team in adhering to procedures/goals; handle escalations
Improve team performance metrics and reduce errors
Ensure customer inquiries are resolved promptly/professionally
Implement preventive measures to reduce mistakes/issues

Bica Human Resources, Staffing & Recruiting Startup https://www.bica.services/

11 - 50 Employees

See more Bica offers

Job description

Your missions

Our client is a leader in the fintech industry providing solutions for online, in-app and in-store payments. They offer features such as global acquiring, alternative payment methods, fraud and risk management, card issuing and an in-house e-wallet solution. Now, they are looking for a Team Lead for their Technical Support department.

How you will spend your time:

Overseeing the day-to-day operations of their Technical Support team.
Leading and mentoring the Technical Support team, performing regular staff reviews, communicating and adhering to new procedures, policies and goals.
Be the point of contact when it comes to technical escalations.
Tracking and improving team performance metrics, workflows, and SLAs.
Monitoring the ticket system queues and assists with daily goals; conducts quality control to reduce errors.
Ensuring that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Implementing any necessary preventive measures to reduce mistakes and issues.
Works independently, and generally with minimal supervision.

What you will need:

10+ years total experience; at least 2-3 years of experience in a similar team management role with strong technical focus.
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.
Strong technical writing and documentation skills
Experience with public clouds – AWS (preferred), GCP, Azure, etc.
Experience with monitoring tools

What would be an advantage:

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

What's in it for you?

25 days annual paid leave (increasing with 1 day for every 2 years with the company)
Fully distributed and remote
Additional health and dental insurance
Benefits platform contains many options to choose from
Excellent working conditions, casual atmosphere, and state-of-the-art hardware
Professional development - books, training, certifications, etc.

If this opportunity sounds interesting and rewarding to you, take the step and send your CV in English. Please mind that only shortlisted candidates will be contacted.

Recruitment license from National Agency of Employment № 1931. All applications will be treated with strict confidentiality.