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;
- Jira experience;
- 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;
- Fair remuneration;
- Flexible working hours and work-life balance;
- 20 vacation days, sick leaves upon request;
- Corporate English language classes
