Position: Head of Technical Support (L2, L3)
Company: PayOp
Category: Support
Experience required: 2y
English level: intermediate
Published: 2021-11-01T00:00:00+02:00

Responsibilities:

- Organization of technical support teamwork, building processes and algorithms of teamwork
- Development of service standards, instructions, scripts, and knowledge bases
- KPI of support service: quality of service and correctness of answers to customers, queues and speed of answers, and taking measures in case of deviations
- Organization of effective communication between support team, development team, and other departments
- Monitoring and enforcement of SLAs on 2nd and 3rd line support
- Monitoring of transactions and service uptime
- Describing detailed functional specifications, user history, and product documentation
- Recruiting, training, and adapting technical support team

Qualifications for this position include:

- At least 2 years of work experience in customer support, as a manager/manager of a technical support team
- Excellent communication and leadership skills, organizational skills: the ability to find a common language with the team, to train newcomers and develop experienced colleagues, to increase the effectiveness of the technical support team
- Understanding of key technical support team performance indicators
- Basic knowledge of SQL
- Skills in building relationships with internal customers and external partners
- Ability to work independently with minimal supervision, good time management
- Proactivity, initiative
- Analytical skills, systematic thinking, ability to analyze large amounts of information.
- Ability to speak English at the intermediate level or above

We offer:
Innovative Environment:
- Challenging projects in the innovative areas of FinTech and E-Commerce
- Be part of a team launching best-in-class global products
- International team

Comfort and Care:
- Timely pay and regular reviews
- Salary by interview results
- Office near m. Pecherska
- Paid vacation and sick leave, support at Covid
- No bureaucracy
- Regular corporate events, parties
- The strongest team of fintech specialists, ready to support and train