Technical Support Manager at Arca Payments Limited

Responsibilities

• Act as bridge between post sales operations and engineering
• Developing tools for support -help desk systems, chat systems, etc
• Resolve all client complaints to satisfaction of clients involved
• Lead for tech support and service issues, strategy and approach
• Manage a tech support team and build competence
• Providing Tier 2 support/Triage for customer issues
• Prioritize technical issues/escalate when necessary
• Develop technical training material for Arca operations team -videos, FAQ libraries etc
• Document and maintain up to date list/progress of customer issues
• Work with other stakeholders to develop processes/SLA for compliant resolution.

Requirements
Education Qualification:

• B.Sc degree in Computer Science, Engineering or relevant qualification with a second degree in Business Admin or Marketing (MBA)

Professional Qualification:

• Relevant industry recognized certification and sound practical knowledge of JIRA, Basic Scripting Language, Linux/Unix, Java and .Net Framework.

Experience:

• Minimum of 8 years cognate experience in financial payment technology sector, 4 years at managerial position. Excellent customer service skills and sound interpersonal relation ability.

Compensation
Compensation and benefits are highly attractive and competitive.