Executive Technical Support Director
hace 1 semana
Seligo Tech is helping a leading fintech company find their next Executive Technical Support Director.
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.
- 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 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.
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).
The salary range for this position is estimated at $13,000,000 per year, negotiable based on experience.
This is a permanent contract position, scheduled from Monday to Friday, in a hybrid mode in Bogota.
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