Head of Technical Support

Full time @Cognyte in IT / Software Development
  • Limassol, Cyprus
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Job Detail

  • Job ID 10559
  • Remote Job No
  • Career Level Executive
  • Experience 2 Years +
  • Academic Level MastersDoctorate

Job Description

Spotware Systems is looking to hire a Head of Technical Support.

Responsibilities:

  • Manage a team of 5-7 specialists that provides 24/5 support to clients.
  • 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.

 

Requirements:

  • At least two years of working experience 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.

 

What we offer:

  • Competitive remuneration.
  • Opportunities for professional growth.
  • Relocation bonus (if applicable).
  • Full relocation support, including work permit matters.
  • Private Health Insurance for you and your immediate family members as of 1st day of employment.
  • Fully equipped office with fruits and pizzas on Thursdays.

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