Technical support manager

hace 2 meses


Bogotá, Colombia Seligo Tech A tiempo completo

Seligo Tech is helping a leading fintech company find their next Technical Support Manager.This is the full Job description:About the roleThis position will be responsible for leading the L2 Technical Support and requirements team, supporting our corporate business with its technical requirements, offering world class service, and creating permanent improvement initiatives.What you will doLead, mentor, and guide the team to achieve high performance.Create KPIs and monitor and maintain a high standard to achieve targets.Handle customer escalations, resolving complex technical issues promptly and effectively.Evaluate and redefine support processes implementing best practices and tools to optimize efficiency and effectiveness.Collaborate closely with other departments managing a good communication addressing customer needsProvide technical and integration supportBe responsible for the Incidents, requests and problems until case gets resolved.Closely follow up and monitoring of all necessary applications, dashboards, transaction platforms, logs, communication channels etc.Diagnostics of Incidents, requests, and problems.What do you need to succeedBachelor's degree in computer science, information technology, engineering, or a related field.7+ years of experience in technical support, customer service, or a similar role.Strong leadership, communication, problem-solving, and customer service skills.4 years of proven experience with API calls, logs, and SQL – MandatoryAt least 2 years’ experience as a technical team leader and working with global customer.Experience with Help Desk ticketing system management, ticketing routing and maintaining a high level of service according to SLA and KPIsProficiency in English [C1]Salary: $13,000,000 (negotiable)Contract: PermanentSchedule: Monday to FridayWork Mode: Hybrid mode in Bogota



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