Technical 1st Level Support Team Leader, Fintech
Optasia, Greece
Job Description
Optasia is a fully-integrated B2B2X financial technology platform covering scoring, financial decisioning, disbursement amp; collection. We provide a versatile AI Platform powering financial inclusion, delivering responsible financing decision-making and driving a superior business model amp; strong customer experience with presence in 30 Countries anchored by 7 Regional Offices.
We are seeking for enthusiastic professionals, with energy, who are results driven and have can-do attitude, who want to be part of a team of likeminded individuals who are delivering solutions in an innovative and exciting environment.
As the Technical 1st Level Support Team Leader at Optasia, you will lead a skilled team of engineers, ensuring exceptional B2B support in a 24/7 environment. you will drive performance, offer expert guidance, and prioritize issue resolution, all while fostering growth and continuous improvement. Your role is crucial in maintaining high service standards and reinforcing our commitment to client success.
What you will do
- Lead and oversee a team of Technical 1st-Level Support Engineers, setting performance goals, monitoring progress, and providing guidance to ensure exceptional support services are provided in a 24/7 operational environment.
- Monitor and prioritize incoming customer inquiries to ensure swift response and resolution within defined service level agreements (SLAs).
- Monitor and analyze support metrics, identifying trends and opportunities to enhance team performance, customer satisfaction, and efficiency.
- Collaborate effectively with other teams such as Technical 2nd Level Support, System amp; Network Administration to ensure alignment for proper handling of customer related issues.
- Provide to management reports along with feedback regarding the team’s performance and challenges.
- Develop and implement standard operating procedures (SOPs) for incident response, troubleshooting, and escalation protocols to ensure consistent and efficient operations.
- Foster a culture of continuous improvement within the team by identifying areas for enhancement in processes, tools, and technologies.
- Act as a point of escalation for complex technical issues, providing expert-level guidance and support to resolve critical incidents.
- Work with clients on issue resolution and communications.
What you will bring
- Bachelor's degree in engineering or computer science
- Proven experience (5+ years) in a customer support role and/or leading customer support teams, with a track record of successfully resolving customer issues and managing customer relationships.
- Exposure to international environment.
- Experience with customer support software, ticketing systems, and CRM tools.
- Good skills in Network Systems
- Good knowledge of Linux and SQL
- Good monitoring and analytical skills
Your key attributes
- Excellent written and verbal communication skills.
- Fluent in English
- Strong organizational skills, attention to detail, and the ability to multitask effectively.
- Self-motivated individual, able to work independently, with results driven attitude.
- Flexible, eager, ambitious, and adaptable to change.
Why you should apply
What we offer:
Flexible remote working
Competitive remuneration package
Extra day off on your birthday
Performance-based bonus scheme
Comprehensive private healthcare insurance
All the tech gear you need to work smart
Optasia’s Perks:
Be a part of a multicultural working environment
Meet a very unique and promising business and industry
Gain insights for tomorrow market’s foreground
A solid career path within our working family is ready for you
Continuous training and access to online training platforms
CSR activities and festive events within any possible occasion
Enjoy comfortable open space restaurant with varied meal options every day
Wellbeing activities access such as free on-site yoga classes, plus available squash court on our premises