Senior Technical Support Team Lead - SaaS & Growth

Global Payment Holding Company

Dubai

On-site

AED 223,000 - 391,000

Full time

5 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Medical insurance

Career progression

25 days annual holiday

Job summary

Global Payments Inc. is seeking a results-driven Technical Support Team Lead to guide our global SaaS support operations.

You will supervise the technical support staff, mentor agents, manage escalations, and drive customer satisfaction across regions. The role requires a Masters in IT or related field, 4+ years in technical support and 2+ years in management, with strong communication and analytical skills.

Qualifications

Masters degree in information technology or a related field.
4+ years experience in Technical Support; 2+ years in management.
Experience in managing a service and support-focused team culture.
Knowledge of operating systems, web services and API.
Proven experience with SaaS and cloud applications.
Excellent communicator both oral and written.
Strong problem-solving and communication skills.
Love being the first line of support and troubleshooting.
Strong analytical skills to investigate and resolve tickets.
Able to multitask under time pressure.
Able to work with cutting-edge technology and assimilate information rapidly.

Responsibilities

Oversee day-to-day operations of the Support Team.
Provide direct supervision of the technical support staff including recruitment, evaluations and disciplinary actions.
Act as a mentor and provide oversight, coaching and training to the technical support staff.
Be the point of contact for technical escalations.
Record and track team SLAs and workflows.
Provide support where needed for both internal and external customers.
Act as a senior agent who will drive customer satisfaction through customer support.
Manage and report on all incoming technical support inquiries.
On-board and train new technical support team members.
Assist in the creation of the team KPIs as well as monitor and report on results.
Monitor team performance and report on metrics.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Work to create any relevant support material for the team.
Review all technical support-related processes and documentation for continuous improvement.