Technical Support Team Leader

Global Payment Holding Company; Dubai; On-site; AED 223,000 - 391,000; Full time

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.

Skills

Communication

Leadership

Analytical thinking

Problem solving

Multitasking

Customer focus

Education

Masters degree in information technology

Tools

SaaS platforms

Cloud applications

API knowledge

Job description

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Technical Support Team Lead

Como is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue build strong relationships with their clients know them better and keep them coming back. Comos turnkey all-in-one SaaS platform is flexible easy to manage and affordable for any size business. It features a full CRM enterprise-level actionable data advanced loyalty and promotion engine sophisticated marketing automation omnichannel communication auto-generated AI campaigns customized and branded mobile app and much more.

Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment If so we may be the business for you!

We are looking for an organized analytical and empathetic Technical Support Team Lead with great technical relational and communicational skills to guide clients to success. This candidate will be responsible for providing an excellent support experience and managing the support team.

What Part Will You Play

• - Oversee the day-to-day operations of the Support Team
• - Provide direct supervision of the technical support staff which may include: 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 when it comes to 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

What Are We Looking For in This Role

Minimum Qualifications

• - Masters degree in information technology or a related field
• - 4 Years plus experience in a Technical Support role 2 Years plus experience in a Management role
• - Proven experience in managing a service and support-focused team culture
• - Knowledge of operating systems web services and API.
• - Proven support experience in software as a service (SaaS) and other cloud applications
• - Excellent communicator both oral and written
• - Strong problem-solving and communication skills
• - Love being the first line of support and troubleshooting issues
• - Strong analytical skills to investigate and resolve customer support tickets
• - Able to multitask efficiently under time pressure
• - Able to work with cutting-edge technology and assimilate information rapidly

The teams provide technical support coverage for our clients in different regions worldwide therefore the teams work on the following shifts 12.30pm to 10.00pm and 3.30pm to 1.00am - The Technical Support Team leader will be working on the 12.30pm to 10pm shift (Saturday and Sunday off).

In addition to a competitive salary youll have access to an excellent benefits package including:

• - Tier 1 medical insurance for team member and dependents upon joining(worldwide coverage)
• - A positive productive and energetic work environment!
• - 25 days annual holiday
• - Global career progression opportunities
• - Wellbeing initiatives regular social events and charitable initiatives to give back to our community
• - Office with amazing views on JLT park lake and Dubai Marina
• - Exciting team-building activities

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .