Customer Service Director
hace 1 semana
About the Company
Seligo Tech is a leading fintech company that provides innovative solutions to its clients.
Job Summary
We are seeking an experienced Technical Support Manager to lead our L2 Technical Support and requirements team, supporting our corporate business with its technical requirements, offering world-class service, and creating permanent improvement initiatives.
Key Responsibilities
- Lead, 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 good communication addressing customer needs.
- Provide technical and integration support.
- Be responsible for the incidents, requests, and problems until cases are resolved.
- Closely follow up and monitor all necessary applications, dashboards, transaction platforms, logs, communication channels, etc.
- Diagnostics of incidents, requests, and problems.
Requirements
- Bachelor'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 – Mandatory.
- At least 2 years' experience as a technical team leader and working with global customers.
- Experience with Help Desk ticketing system management, ticketing routing, and maintaining a high level of service according to SLA and KPIs.
- Proficiency in English (C1).
Compensation
The estimated annual salary for this position is $13,000,000. The contract type is permanent, and the work mode is hybrid mode in Bogota.
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