Position: Lead of Customer Support (L2)
Company: Paymentop
Category: Support
Experience required: 2y
English level: upper

Paymentop – is a leader in development and integration of PCI DSS L1 high-loaded fintech platforms.

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 2nd and 3rd 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 oversite on service tickets progress to ensure customer timelines and expectations are managed
➢	Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, 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	
17. 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.