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Technical Support Team Leader

We are a leading multinational card payment acquirer and payment processing company based in Dun Laoghaire, Dublin.  We are recruiting for an experienced technical support professional to lead our Technical Support Team.

You will be responsible for managing the Technical Support Team as well as overseeing our partner escalation channels from the BOI Payment Acceptance customer base, and partners in the UK and our the support for our E commerce product.

You will also liaise with several internal and external parties in order to address and resolve reported issues in a timely manner. This is an excellent opportunity for the right candidate with career progression opportunities.

The Role

  • Managing and developing a team within a fast paced environment
  • Work with the Operations Manager to define strategy for the team to deliver on all agreed KPIs
  • Ability to maintain a balanced scorecard across a multitude of KPI’s
  • Motivating, guiding and supporting agents to deliver quality customer service
  • Oversee the day-to-day running of the team including conducting regular team meetings, monthly reviews and 1-2-1s, performance management and call/email quality monitoring
  • Identifying training and coaching needs
  • Promote an enthusiastic and competitive atmosphere within the team, increasing motivation and results
  • Ensuring support and training for all partners and sales channels meets requirements
  • Acts as a point of referral for complex and escalated queries
  • Communicate and influence cross functionally with all levels of management
  • Identify areas for improvement and implement changes to meet strategic needs
  • Administrative duties

Competencies

  • Resilient and receptive to change
  • Will be flexible, enthusiastic and motivated
  • Enjoys fast paced changing environment
  • Customer Focused
  • Focused on Employee engagement and development
  • Persuasive
  • Approachable with excellent communication and rapport building skills
  • Exceptional customer service skills with the ability to manage professional relationships
  • Highly organized with excellent attention to detail
  • Ability to take ownership, organise workload and change priorities quickly.
  • Proven resolution, logical troubleshooting, and customer service and customer satisfaction skills.

Requirements

  • 2-3 years’ experience in a Technical Support or Team Leader Role.
  • Acquiring and e-Commerce experience desirable but not essential.

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Inclusion

EVO aims to operate an inclusive recruitment processRegardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you.

 

Pre-Employment Screening

Attracting and selecting the best talent is key to EVO’s growth as a successful global organisation. As part of our selection process candidates can expect a number of stages that they will be guided through by our recruiters when they are successful in being shortlisted.  When a formal offer is made we will ask you to complete our pre-employment screening, which is essential for everyone joining EVO.  You will be guided through the pre-screening with our Partner HireRight. Some variations apply across geographies but typically we are looking for your right to work in the location  you are applying for, proof of residency, credit history and any unspent convictions. Any information that comes to light is treated confidentially and addressed on an individual basis.