Senior Technical Support

3 days ago

السادس من أكتوبر, Egypt Fawaterak Full time

We are seeking a dynamic and experienced **Senior Technical Support**to join our team in the online payments industry. This role is instrumental in delivering advanced technical support, managing escalated issues, and collaborating with cross-functional teams to enhance our service offerings. You will be responsible for ensuring a seamless payment experience for our clients while upholding strict compliance and operational standards in a 24/7 environment.

**Key Responsibilities**
- **Advanced Technical Support & Escalation**:
- Provide advanced technical support to resolve payment-related issues, ensuring secure and uninterrupted online transactions.
- Serve as a point of escalation for complex technical challenges in the payments ecosystem, including issues related to fraud, compliance, and transaction failures.
- **Collaboration & Product Feedback**:
- Work closely with product and engineering teams to incorporate customer feedback and enhance the robustness and security of our payment solutions.
- Engage in regular cross-functional meetings to align on improvements and innovation initiatives.
- **Best Practices & Process Development**:
- Develop, document, and implement best practices for the support team, with a focus on payment security and compliance standards (e.g., PCI-DSS).
- Monitor and analyze customer success metrics and satisfaction to continuously optimize support processes and service quality.
- **Team Leadership & Mentorship**:
- Mentor and manage support team members and operations employees, fostering a proactive, customer-centric culture.
- Ensure timely and effective resolution of high-priority issues, particularly those impacting online payment reliability and security.
- **Customer Retention & Partnership Building**:
- Implement strategies to build lasting partnerships, ensuring clients derive ongoing value and trust from our online payment solutions.
- Oversee 24/7 service availability to guarantee uninterrupted access to our platforms and support for clients

**Requirements**:

- **Experience**:
- 3-5 years of experience in customer success, technical support, or operations within the online payments, fintech, or related technology industries.
- Proven track record in managing escalated technical issues and collaborating with cross-functional teams in a high-stakes, regulated environment.
- **Skills**:
- Strong technical troubleshooting skills with a deep understanding of online payment systems, security protocols, and compliance requirements.
- Exceptional leadership, mentorship, and team-building abilities.
- Proficiency in analyzing customer success metrics and operational KPIs.
- Excellent communication and interpersonal skills.
- **Education**:
- Bachelor’s degree in Business, Information Technology, Operations Management, or a related field. Advanced degrees or relevant certifications (e.g., in cybersecurity, fintech) are a plus.

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