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Technical support manager
hace 3 meses
This is the full Job description:
About the role
This 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.
What you will do
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 a 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.
Diagnostics of Incidents, requests, and problems.
What do you need to succeed
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 customer.
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)
Salary: $13,000,000 (negotiable)
Contract: Permanent
Schedule: Monday to Friday
Work Mode: Hybrid mode in Bogota
