Technical Support TL [Israel]

 

We are looking for a talented Escalation Leader to join our Customer Experience team

Step into our world, where advanced technologies take center stage, transforming the online trading experience.

With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.

Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.

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We offer an excellent work environment where you will be challenged and encouraged to grow professionally

In this role you will:

• Manage and maintain a team of 4 support engineers, manage working hours and ensure full coverage during our required hours.
• Define and implement methods, procedures, tools, and policies to meet the team’s KPIs and service SLAs and ensure high-quality service is delivered to customers.
• Effectively manage the daily Support operation, prioritize incoming issues and act as key contributor and facilitator for improvements in the Support operation.
• Work closely with R&D, Product, and CS teams to verify progress of customer issues as expected.
• Be responsible for the team’s performance and career development, knowledge and skills while ensuring a high level of employee satisfaction within the team.
• Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.
• Collaborate daily with the Support Special team leader to improve and maximize the overall support department performance

You have:

• Proven experience as a Team Leader or Supervisor
• At least 3 years of experience in Technical Support/Similar position – Must
• Natural “Can Do” approach and high level of assertiveness
• Passion for a constant self-challenge, learning and development
• Proven ability to work in a very demanding and stressed work environment
• Highest level of commitment and loyalty
• Ability to manage multiple tasks and priorities under high pressure
• Excellent customer and service orientation
• Strong verbal and written English and excellent interpersonal skills
• Excellent communication and leadership skills
• Fluent English (both written and spoken)

Will be nice that you have:

• Previous experience in online/fin-tech companies
• Bachelor of Sciences in Computer Science

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