Technical Support Team Leader

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 1300 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.Technical Support Team LeadComo 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. Comos 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 youWe 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.What Part Will You PlayOversee the day-to-day operations of the Support TeamProvide direct supervision of the technical support staff which may include: recruitment evaluations and disciplinary actionsAct as a mentor and provide oversight coaching and training to the technical support staffBe the point of contact when it comes to technical escalationsRecord and track team SLAs and workflowsProvide support where needed for both internal and external customers.Act as a senior agent who will drive customer satisfaction through customer supportManage and report on all incoming technical support inquiriesOn-board and train new technical support team membersAssist in the creation of the team KPIs as well as monitor and report on resultsMonitor team performance and report on metricsEnsure that all customer inquiries and issues are solved correctly and in a prompt and professional mannerWork to create any relevant support material for the teamReview all technical support-related processes and documentation for continuous improvementWhat Are We Looking For in This RoleMinimum QualificationsMasters degree in information technology or a related field4 Years plus experience in a Technical Support role 2 Years plus experience in a Management roleProven experience in managing a service and support-focused team cultureKnowledge of operating systems web services and API.Proven support experience in software as a service (SaaS) and other cloud applicationsExcellent communicator both oral and writtenStrong problem-solving and communication skillsLove being the first line of support and troubleshooting issuesStrong analytical skills to investigate and resolve customer support ticketsAble to multitask efficiently under time pressureAble to work with cutting-edge technology and assimilate information rapidlyThe 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).In addition to a competitive salary you'll have access to an excellent benefits package including:Tier 1 medical insurance for team member and dependents upon joining(worldwide coverage)A positive productive and energetic work environment25 days annual holidayGlobal career progression opportunitiesWellbeing initiatives regular social events and charitable initiatives to give back to our communityOffice with amazing views on JLT park lake and Dubai MarinaExciting team-building activitiesGlobal Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact . #J-18808-Ljbffr