Akurateco
Akurateco

Technical Support Lead

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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.

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