We are looking for a Support Lead with solid domain knowledge in Core Banking, Merchant, Biller, and Payment Processing systems. This role requires experience in leading process and technical support teams, tracking KPIs, and managing client escalations.
Key Responsibilities:
● Lead a team of 4 to 6 support analysts focused on process and technical support.
● Drive operational efficiency, track and report support KPIs.
● Handle client escalations on a daily basis and participate in weekly client meetings.
Mandatory Requirements:
● 7+ years of experience in support roles.
● Proven experience as a Process and Tech Support Lead.
● Strong domain knowledge in Core Banking, Merchant, Billing, and Payment Processing.
● Excellent written and oral communication skills.
● Experience in monitoring and reporting Support KPIs.
● Ability to follow SOPs and adhere to Security Standards.
● Strong documentation skills and ability to multitask.
● Flexibility to handle escalations outside working hours as part of a 24×7 support model.
Nice to have:
● Basic knowledge of Java and SQL.
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