L2 Technical Support Manager
hace 1 semana
remote type- Onsite- locations- Madrid Office - Spain- time type- Full time- posted on- Posted Today- job requisition id- JR07641What you will do:
- Lead and manage a 2nd line multi-services merchant technical support team, including hiring, training, coaching, and performance management.
- Develop and implement support strategies, policies, and procedures to ensure efficient and effective support delivery.
- Collaborate with cross-functional teams to address customer issues and improve product/service offerings.
- Monitor and analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for innovation.
- Prioritize and escalate critical support issues, ensuring timely resolution and customer satisfaction.
- Develop and maintain a knowledge base and documentation to support the technical support team and empower customers to self-serve.
- Stay up-to-date on industry trends, best practices, and emerging technologies to continuously improve support operations.
- Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous learning.
Who you are:
- Demonstrated leadership abilities, including the ability to motivate and inspire team members, foster a positive work culture, and drive results.
- Customer-focused mindset with a passion for delivering exceptional customer service.
- Proven experience in a technical support management role position ideally within the Payments and/or Tax Free Industry.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
- Experience working in a fast-paced, dynamic environment with the ability to adapt to changing priorities and manage multiple tasks simultaneously.
About Us
- Company Background- Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.- Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.- With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.
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