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 managingwork 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 skillsand 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
