Key Responsibilities
* Team Leadership & Management: Lead, mentor, and motivate a team of 2nd level technical support specialists. Manage team performance through key performance indicators (KPIs), conduct regular one-on-one meetings, and provide coaching and performance feedback. Including scheduling, training, and performance evaluations.
* Incident & Problem Management: Oversee the resolution of escalated technical issues that cannot be solved by 1st level support. This includes diagnosing and troubleshooting related to payment terminals. Intervention during major outage.
* Technical Expertise & Escalation: Act as a subject matter expert and the point of escalation for high-priority or complex technical issues. Collaborate with internal teams, such as 3rd level and product development to resolve intricate problems.
* Process Improvement: Identify and implement process improvements to enhance efficiency, reduce resolution times, and improve the overall customer experience. Develop and maintain technical documentation, and a knowledge base for the team to use for troubleshooting.
* Customer Communication: Manage and handle escalated customer complaints, ensuring a professional and empathetic response. Provide clear and concise communication to customers regarding the status and resolution of their issues. Ensure the team maintains a strong customer-centric focus.
* Reporting & Analytics: Track, analyze, and report on team performance metrics, including ticket volume, resolution times, and customer satisfaction ratings.
Required Skills & Qualifications
* Experience:
o Minimum of 5 years of experience in a technical support role, with at least 2 years in a team leadership or supervisory position.
o Proven experience working with payment systems, credit card terminals (POS, attended, and unattended), and payment gateways preferred
o Prior experience in a 2nd level or escalated support environment is essential.
o Knowledge in an EP2 environment, including understanding the EP2 protocol, specifications, and related processes for payment transaction processing is a plus.
* Technical Skills:
o In-depth knowledge of credit card terminal (EP2), including common terminal models and their operating systems.
o Proficiency with support tools, such as ticketing systems (e.g., Salesforce, ServiceNow)
* Soft Skills:
o Exceptional leadership and mentoring skills to guide and develop a high-performing team.
o Strong problem-solving and analytical skills with the ability to diagnose complex technical problems.
o Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
o Ability to remain calm and effective under pressure, especially when dealing with critical or time-sensitive issues.
Language Requirements
* German and Swiss German (Fluent/Native)
* English (B2-C1 Level)
* French is a plus
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