Vacancy: Technical Support Team Leader

Our client, an international leader in payment systems, solutions for online, mobile and retail trade, is looking for its Ukrainian office the candidates for the following position: Technical Support Team Leader 

Place of duty: Kiev

CORE MISSION

Leading Technical Support Team in Ukrainian office

Providing technical support service to the international & Ukrainian customers and partners for EFT POS Terminals and other electronic payment solutions  

Set up a continuous improvement process and define significant KPI to measure efficiency of the Team

MAIN RESPONSABILITIES

• Monitoring and managing of incoming queue for UA Technical support Team defining priorities according to business interests
• Managing Software delivery packages preparation and deliveries.
• Managing Technical support process during UAT process, maintenance of Issues & Requirements Lists.
• Organizing and managing Technical support for certifications with payment systems (MasterCard, VISA etc.) including software packages, configuration profiles, certification applications & reports. Interaction with payment systems.
• Technical support on Integration projects (ECR, petrol, transportation, vending etc.) including requirements analysis, test equipment setup, integration tests on site.
• Technical support of Cloud users.
• Reports to development team: bug & issues lists, field experience, new requests for improvement.
• Proactive interaction with customers: information on new SW deliveries, roadmaps.
• Providing SW packages to Repair Center for terminal preparation procedures.

indicators of good skills for the function:

Customers satisfaction: SLA compliance & positive feedbacks.

Meeting with KPI

Creativity & initiatives

REQUESTED SKILLS :

• Excellent communication & documentation skills
• Management experience
• Ability to communicate effectively across multiple geographies  
• Be driven and motivated to success, stress resistance
• Ability to work on multiple tasks at he same time and prioritize among them
• Be a team player, motivating spirit
• Positive attitude in customer relations
• Ability to drive issues to a resolution effectively and in a short time 

LANGUAGES :

Fluent English language (reading, writing, speaking, comprehension)

 IT SKILLS / TOOLS :        

• Advanced level knowledge principals of telecommunication networks and equipment functionality
• Windows and Linux OS technical knowledge
• Base knowledge on cryptography
• Tools: Confluence, JIRA

We offer:
Salary: $2400- $2500 net+ 10% bonuses

Employment: official, enrollment to the staff of the company

We are waiting for Your CV: escadra@old.escadra.com.ua