IT Support Team Lead
hace 2 días
Seligo Tech is seeking a skilled IT Support Team Lead to lead our L2 Technical Support and requirements team. This role supports our corporate business with technical requirements, offering world-class service, and driving permanent improvement initiatives.
Key Responsibilities:
- Lead, mentor, and guide the team to achieve high performance
- Create KPIs and monitor progress 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, ensuring good communication and addressing customer needs
- Provide technical and integration support, responsible for incidents, requests, and problems until cases are resolved
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:
- Competitive salary: $13,000,000 (negotiable)
- Permanent contract
- Hybrid work mode in Bogota
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