Position: Lead of Customer Support L2
Company: PaymentOp
Category: Support
Experience required: 5y
English level: upper

**Key tasks and role:** 
- Work organization for the Technical Support Team, building 
  processes and algorithms for high quality workflow;
- Development of service standards, instructions, scripts, 
  knowledge bases;
- Help Desk KPIs: quality of service and correctness of responses 
  to customers, queues and speed of responses, take actions in 
  case of deviations;
- Organization of effective communication among the Technical 
  Support Team, the Development Team and other departments;
- Control and enforcement of SLA on the 1st and 2nd lines of user 
  support;
- Transaction monitoring and service performance control;
- Description of detailed functional specifications, user stories and 
  product documentation;
- Recruitment, training and onboarding of the Technical Support 
  Team.
- Serve as the primary escalation point for external  customers 
  regarding issues, coordinating across all internal teams to ensure 
  issue resolution is completed in a timely manner
- Provide consistent oversight on service tickets progress to 
  ensure customer timelines and expectations are managed
- Manage complex customer issues, coordinating appropriate 
  technical personnel, defining work plan, deadlines and driving 
  customer communications until customer has confirmed issue 
  resolution
- Collaborate with the appropriate departments to develop and 
  maintain a technology plan that supports customer needs
- Accountable for the team’s delivery of timely and accurate 
  technical solutions to customers
- Participate and/or lead  in new technology adoption to enhance 
  services offered to our customers
- Demonstrate an approach of continuous improvement across all 
  areas of the work
- Ensure depth and breadth of technical skills are maintained 
  across the team to support customer demand
- Partner across internal teams to vet and onboard new products 
  and / or services
- Develop, implement, and continuously improve process 
  documentation for the technical support team

**Requirements & Skills:** 
- At least 2 years of experience in Customer Support, as a 
  Manager/Mentor of a Technical Support Team or 5+ years of 
  experience in a technical and / or services industry
- Understanding the key performance indicators of the Technical 
  Support Team;
- Basic knowledge of SQL;
- Ability to build relationships with internal customers and external 
  partners;
- Ability to work independently with minimal supervision;
- Proactivity and initiative;
- Analytical abilities, systematic thinking; 
- Ability to perceive large amounts of information;
- HelpDesk, ZenDesk, ticketing systems, Microsoft, Linux, Cisco, 
  Windows/Linux/Mac OS. Experience with ticketing solutions such 
  as ZenDesk
- The ability to find a common language with the team, train 
  newcomers and develop experienced colleagues, improve the 
  efficiency of the Technical Support Team;
- Prior consulting or support experience preferred
- At least an Upper-intermediate level of English