Lead Technical Support Director for Global Operations

hace 1 semana


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

About Seligo Tech

Seligo Tech is a leading fintech company seeking an exceptional Technical Support Manager to join their team. This role offers a unique opportunity to lead and mentor a team, drive high performance, and deliver world-class service.

Job Summary

The successful candidate will be responsible for leading the L2 Technical Support and requirements team, supporting corporate business with technical requirements, and creating permanent improvement initiatives. Key responsibilities include:

  • Leading, mentoring, and guiding the team to achieve high performance.
  • Creating KPIs and monitoring to maintain a high standard and achieve targets.
  • Handling customer escalations, resolving complex technical issues promptly and effectively.
  • Evaluating and redefining support processes, implementing best practices, and optimizing efficiency and effectiveness.
  • Collaborating closely with other departments to manage communication and address customer needs.
  • Providing technical and integration support.
  • Being responsible for incidents, requests, and problems until cases are resolved.
  • Frequently following up and monitoring all necessary applications, dashboards, transaction platforms, logs, communication channels, etc.

Requirements

To succeed in this role, candidates must possess:

  • 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 and Benefits

We offer a competitive salary: $13,000,000 per year, negotiable based on experience. Additionally, we provide a permanent contract, hybrid work mode in Bogota, and a dynamic work environment that fosters growth and innovation.



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