Technical Support Team Lead

at  Global Payments

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

COMO IS THE PIONEER OF DATA-DRIVEN CUSTOMER ENGAGEMENT & LOYALTY SOLUTIONS. COMO HELPS F&B AND RETAIL BUSINESSES INCREASE THEIR REVENUE, BUILD STRONG RELATIONSHIPS WITH THEIR CLIENTS, KNOW THEM BETTER, AND KEEP THEM COMING BACK. COMO’S TURNKEY ALL-IN-ONE SAAS PLATFORM IS FLEXIBLE, EASY TO MANAGE, AND AFFORDABLE FOR ANY SIZE BUSINESS. IT FEATURES A FULL CRM, ENTERPRISE-LEVEL ACTIONABLE DATA, ADVANCED LOYALTY AND PROMOTION ENGINE, SOPHISTICATED MARKETING AUTOMATION, OMNICHANNEL COMMUNICATION, AUTO-GENERATED AI CAMPAIGNS, CUSTOMIZED AND BRANDED MOBILE APP, AND MUCH MORE.

Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment? If so, we may be the business for you!
We are looking for an organized, analytical, and empathetic Technical Support Team Lead with great technical, relational, and communicational skills to guide clients to success. This candidate will be responsible for providing an excellent support experience and managing the support team.

Responsibilities :

• Oversee the day-to-day operations of the Support Team
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to the technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Act as a senior agent who will drive customer satisfaction through customer support
• Manage and report on all incoming technical support inquiries
• On-board and train new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Review all technical support-related processes and documentation for continuous improvement

Requirements :

• Master’s degree in information technology or a related field
• 4 Years plus experience in a Technical Support role, 2 Years plus experience in a Management role
• Proven experience in managing a service and support-focused team culture
• Knowledge of operating systems, web services, and API.
• Proven support experience in software as a service (SaaS) and other cloud applications
• Excellent communicator, both oral and written
• Strong problem-solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multitask efficiently under time pressure
• Able to work with cutting-edge technology and assimilate information rapidly

The teams provide technical support coverage for our clients in different regions worldwide, therefore, the teams work on the following shifts 12.30pm to 10.00pm and 3.30pm to 1.00am - The Technical Support Team leader will be working on the 12.30pm to 10pm shift (Saturday and Sunday off).

• Oversee the day-to-day operations of the Support Team
• Provide direct supervision of the technical support staff which may include: recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to the technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers.
• Act as a senior agent who will drive customer satisfaction through customer support
• Manage and report on all incoming technical support inquiries
• On-board and train new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Review all technical support-related processes and documentation for continuous improvemen