Senior Technical Support Director

hace 1 semana

Bogotá, Bogotá D.E., Colombia Seligo Tech A tiempo completo

Seligo Tech is seeking a highly skilled Senior Technical Support Director to lead their L2 Technical Support and requirements team. This individual will be responsible for supporting the corporate business with technical requirements, offering world-class service, and creating permanent improvement initiatives.

About the Role:

This position requires a strong leader who can guide the team to achieve high performance. The ideal candidate will create KPIs, monitor, and maintain a high standard to achieve targets. They will handle customer escalations, resolving complex technical issues promptly and effectively.

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.
  • Closely collaborate with other departments managing good communication addressing customer needs.
  • Provide technical and integration support.
  • Be responsible for 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.

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).

Benefits:

This position offers a competitive salary range of $12,800,000 - $13,200,000 per year, depending on experience. The company also offers a hybrid work mode in Bogota, allowing employees to balance work and personal life.

How to Apply:

Michell Sánchez can be contacted at WhatsApp number 3 2 0 8 3 7 2 1 6 7 regarding this vacancy.

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