On behalf of our client, a start-up company based in Limassol, we are seeking a customer focused Head of Technical Support. This company offers a B2B service and are a platform aggregator within the iGaming industry. The successful candidate will have a strong technical background, combined with leadership skills, to oversee the support operations, resolve client issues, and drive continuous improvement in service delivery. This role is key to ensuring smooth technical operations and maintaining high client satisfaction.
MAIN DUTIES AND RESPONSIBILITIES
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Leadership and team management: Lead and mentor the technical support team, providing guidance, training, and performance evaluations to ensure excellent service delivery.
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Technical support operations: Oversee the day-to-day operations of the technical support team, ensuring all client issues are resolved in a timely and efficient manner.
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Client issue resolution: Serve as the escalation point for complex technical issues, providing hands-on support and coordinating with other teams to resolve issues.
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Service level management: Ensure that all technical support services meet or exceed service level agreements (SLAs) with clients, delivering high-quality and timely responses.
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Technical documentation: Develop and maintain comprehensive technical support documentation, including FAQs, troubleshooting guides, and best practices to empower the team and clients.
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Collaboration with product and development teams: Work closely with product and development teams to communicate customer feedback, identify recurring issues, and contribute to product improvements.
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Continuous improvement: Identify opportunities to improve processes, tools, and systems used by the technical support team to enhance efficiency and client satisfaction.
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Monitoring and reporting: Track and report on key performance indicators (KPIs) related to support requests, resolution times, and customer satisfaction. Present findings to senior management.
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Customer communication: Maintain clear and proactive communication with clients regarding issue status, resolutions, and preventive measures.
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Industry compliance: Ensure that technical support practices comply with relevant industry regulations and standards, particularly those related to the iGaming sector.
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Training and knowledge sharing: Develop training programs for the technical support team to ensure continuous skills improvement and up-to-date knowledge of the platform.
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Vendor and third-party management: Manage relationships with third-party vendors and partners providing technical solutions, ensuring they meet the required support standards.
CANDIDATE PROFILE
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Professional experience: Minimum 4 years of experience in technical support or IT operations, with at least 2 years in a leadership role, preferably within the iGaming or technology sectors.
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Technical expertise: Strong technical knowledge of gaming platforms, IT infrastructure, and troubleshooting methods related to iGaming operations.
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Leadership skills: Proven ability to lead, motivate, and manage a team, fostering a positive work environment and ensuring high performance.
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Problem-solving: Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
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Customer-oriented mindset: Commitment to delivering exceptional customer service, with experience in handling escalations and maintaining high client satisfaction.
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Communication skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
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Organizational skills: Ability to manage multiple support requests simultaneously while maintaining attention to detail and quality.
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Data-driven: Experience using data and metrics to track performance and identify areas for improvement in technical support operations.
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Collaboration: Ability to work cross-functionally with product, development, and customer success teams to ensure cohesive service delivery.
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Industry knowledge: Familiarity with the iGaming industry’s specific challenges, compliance requirements, and technical environments is a strong advantage.
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Adaptability: Ability to thrive in a fast-paced, high-pressure environment, handling shifting priorities and adapting to evolving client needs.
COMPANY BENEFITS
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Laura Saltyte, lauras@grsrecruitment.com quoting the above job reference or call +357 25 342 720 for further information.