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.