GRS Recruitment is excited to announce a fantastic opportunity for a Permanent Technical Support Team Lead with a prominent Payment Solutions company based in Limassol. Our client is at the forefront of fintech innovation, providing cutting-edge solutions that empower businesses everywhere. If you possess a strong background in IT support or helpdesk roles and have experience in payment solutions, we would love to hear from you!
DUTIES AND RESPONSIBILITIES
- Lead, mentor, and develop a team of technical support specialists, fostering a high-performance culture.
- Provide training and knowledge-sharing sessions to enhance team expertise.
- Monitor team performance and ensure adherence to KPIs and SLAs.
- Manage scheduling and workload distribution to maintain coverage and efficiency.
- Serve as the first level and escalation point for complex technical issues and ensure timely resolution.
- Identify recurring technical issues and work with relevant teams to address root causes.
- Maintain a deep understanding of Company’s products and services to effectively troubleshoot problems.
- Collaborate with Product, Engineering, and Customer Success teams to improve support processes and customer experience.
- Attend scheduled calls with VIP merchants and serve as a technical representative of Company.
- Monitor and prioritize development requirements raised by the Support Team.
- Ensure high levels of customer satisfaction by providing timely, accurate, and effective support solutions.
- Oversee the handling of customer queries via multiple channels (email, chat, phone, and ticketing systems).
- Proactively communicate with customers regarding product updates, known issues, and resolutions.
- Gather and share customer feedback with internal teams to enhance product development and service quality.
- Develop and improve technical support procedures, documentation, and best practices.
- Maintain an up-to-date internal knowledge base for support representatives.
- Identify opportunities for automation and efficiency improvements in support workflows.
- Track, analyze, and report support metrics to drive continuous improvement.
CANDIDATE PROFILE
- Preferred Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Industry certifications in customer support, IT service management, or fintech-related technologies.ity with SQL, debugging tools, and log analysis is a plus.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills in English (additional languages are a plus).
- Experience working in a SaaS or fintech company.
COMPANY BENEFITS
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Competitive salary package.
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Opportunity for professional growth and development.
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Diverse and inclusive working environment.
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Access to the latest technologies in the fintech space.
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Flexible working hours.
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
If you are ready to take the next step in your career and lead a talented team within the fintech payment solutions sector, we invite you to apply for this exciting role!