Akurateco is an Amsterdam-based white-label payment service provider with impressive 15+ years of experience in the payment industry. The company prides itself on its two cutting-edge products: a state-of-the-art white-label payment system that ensures smooth and uninterrupted payment flow for merchants across industries.
8 жовтня 2024

Technical Support Team Lead

Київ, віддалено

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!

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.

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.

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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