Financial technology provider Spotware Systems is looking for a Head of Technical Support.
You will be a strong team player, with excellent communication and people management skills, and a strong desire to provide excellent service and improve current processes. You will be managing support team and assisting clients and colleagues related to the content and technical functionality of products. Your skills will be an integral part of one of the key selling points of the company’s services, which is premium support.
Requirements:
- At least two years experience of working as a Head of Support in a product company
- Knowledge and experience of customer service principles
- General technical knowledge (Windows, Networking, SQL, Linux, Web Services)
- Excellent problem-solving skills, the ability to perform a detailed investigation of technical issues, and the strength of character to admit when you do not know something
- Native or Fluent in English
- Excellent organizational skills, the ability to manage workload and team effectively
- The ability to work in a high-stress environment, to take the initiative, and to be adaptable to the day-to-day requirements of the business
Will be a plus:
- Knowledge or previous experience of financial markets and/or Forex
- Previous experience of Information Technology Infrastructure Library or IT Service Management
- Knowledge of the FIX protocol
- Algorithmic programming/trading experience
- Presentation skills
- Training skills
Responsibilities:
- Manage a team of 5-7 specialists that provides 24/5 support to clients (this role may require shift work)
- Coordinating integration of new clients with internal teams
- Produce weekly and monthly summary management reports on support queries and tools
- Upholding department KPIs and SLAs
- Perform regular reviews of the team performance, providing feedback to individual members and raising any training requirements to aid in progression
- Responding to pre & post-sale queries when required
- Liaising with internal departments (Network Operations, Product Management, Sales, Developers), as well as with third parties where required
- Analyzing clients' issues and developing plans to address recurring requests/issues
- Take ownership of high-profile support cases, coordinating root cause analysis of major incidents
- Define, implement and manage the processes and procedures which shape the support experience
- Develop a strong understanding of Forex and the associated technologies in order to provide the best possible service to both clients and colleagues
- Educating new and existing team members on how product features and functionality work
What company offers:
- Competitive remuneration
- Opportunities for professional growth
- Full relocation support, including work permit matters
- Relocation bonus (if applicable)
- Private Health insurance for you and your immediate family members as of 1st day of employment
- Friendly working environment, corporate events
- Fully equipped office with fruits and snacks