Technical Support Lead

Akurateco is a payment orchestration & white-label payment gateway software provider, a fully brandable solution with 250+ integrated payment providers worldwide allowing users to own a ready-to-use PCI DSS payment gateway and manage multiple payment channels in one single place.We're expanding our team and looking for a Technical Support Lead!Responsibilities:*Establish effective Tech support department work adjusting the workflows, documentation, SLA etc.;*Managing Technical Support team (define and clearly communicate objectives and goals for the Technical Support team, track team progress and report on work efficiency on a regular basis);*Act as hands on leader who is able to proactively solve clients issues across a range of topics;*Collecting as much information as possible about the problem and attempting to solve it independently or escalating it to the appropriate Tech team (QA, developers, BA, DevOps, or system administrators);*Installing and configuring client connection systems, e.g. accounts, connectors, etc;*Responding to client support requests, repairing software system malfunctions, issues and related problems;*Evaluate and prioritize customer support cases;*Respond to customer inquiries and assist in troubleshooting and resolving challenges;*Communicate and resolve customer problems via the Jira system or live chat;*Tracking and managing work records and documentation.Requirements:*Bachelor's degree in information technology or computer science;*Proven work experience as a technical support engineer or in a similar role for at least 3 years and as a Technical Support Manager - 2 years;*To be an escalation point for varied technical support requests and challenges;*Strong testing skills and knowledge of web services, APIs, and IP-based protocols;*Ability to troubleshoot complex system and software issues;*Client-oriented and friendly attitude, attentiveness, self-dependence;*Knowledge of English at least at the intermediate level.Will be a plus:*Technical support experience in card processing or fintech company;*Having a higher or incomplete higher technical education is a plus;*Bachelor's degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification.We offer:*Interesting and extensive project;*Flexible working hours and work-life balance;*20 vacation days, sick leaves upon request;

#J-18808-Ljbffr Engenharia e tecnologia