Manager Client Technical Support I

Job description

• This role focuses on ensuring seamless technical support, fostering client satisfaction, and driving operational excellence in a fast-paced, innovation-driven environment.
• Key Responsibilities:
• -Team Leadership & Management:
• -Supervise, mentor, and develop a team of technical support specialists.
• -Set performance goals, monitor progress, and ensure high team productivity.

• -Oversee the resolution of technical issues, integrations, and transaction processing.
• -Ensure timely and effective handling of escalations while maintaining high client satisfaction.
• -Manage support queues and SLAs to guarantee operational efficiency.

• -Provide advanced technical guidance on payment gateways, fraud prevention tools, and system integrations.
• -Collaborate with engineering and product teams to address complex technical challenges.

• -Build strong client relationships, acting as the primary point of contact for critical accounts.
• -Conduct regular check-ins with clients to understand needs and identify opportunities for service improvement.

• -Identify trends in support requests to proactively address recurring issues.
• -Develop and refine support processes and documentation to enhance the client experience.

• -Track and analyze key performance metrics (e.g., response times, resolution rates, and NPS).
• -Report on operational performance to senior management.

• -Education: Bachelor’s degree in computer science, Information Technology, or a related field.
• -Experience:
• -5+ years in technical support, with at least 2 years in a leadership role.
• -In-depth knowledge of payment systems, including gateways, POS systems, and fraud prevention technologies.

• -Strong leadership and communication skills.
• -Excellent problem-solving and analytical abilities.
• -Knowledge of six sigma, ITIL or any process improvements/ISOs standards – Must have knowledge on one or more process improvement methods

• Qualifications: Bachelor’s degree in computer science
• Range of Year Experience-Min Year: 5
• Range of Year Experience-Max Year: 7