emerchantpay is hiring a
Technical Support Team Lead, Remote - Bulgaria
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Summary
emerchantpay is seeking an experienced Team Lead for their Technical Support team. The candidate should have strong leadership skills, technical knowledge, and excellent communication skills. They will oversee day-to-day operations, mentor the team, manage escalations, improve performance metrics, and ensure customer satisfaction. Benefits include professional development opportunities, team buildings, 25 days paid holiday, a remote work environment, and a benefits platform.
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
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
Preferred Qualifications
- 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
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