Team Leader technical support 2nd Level DE

Key Responsibilities

• Team Leadership & Management: Lead, mentor, and motivate a team of 2nd level technical support specialists. Manage team performance through key performance indicators (KPIs), conduct regular one-on-one meetings, and provide coaching and performance feedback. Including scheduling, training, and performance evaluations.
• Incident & Problem Management: Oversee the resolution of escalated technical issues that cannot be solved by 1st level support. This includes diagnosing and troubleshooting related to payment terminals. Intervention during major outage.
• Technical Expertise & Escalation: Act as a subject matter expert and the point of escalation for high-priority or complex technical issues. Collaborate with internal teams, such as 3rd level and product development to resolve intricate problems.
• Process Improvement: Identify and implement process improvements to enhance efficiency, reduce resolution times, and improve the overall customer experience. Develop and maintain technical documentation, and a knowledge base for the team to use for troubleshooting.
• Customer Communication: Manage and handle escalated customer complaints, ensuring a professional and empathetic response. Provide clear and concise communication to customers regarding the status and resolution of their issues. Ensure the team maintains a strong customer-centric focus.
• Reporting & Analytics: Track, analyze, and report on team performance metrics, including ticket volume, resolution times, and customer satisfaction ratings.

Required Skills & Qualifications

• Experience:
• Minimum of 5 years of experience in a technical support role, with at least 2 years in a team leadership or supervisory position.
• Proven experience working with payment systems, credit card terminals (POS, attended, and unattended), and payment gateways preferred
• Prior experience in a 2nd level or escalated support environment is essential.
• knowledge in an EP2 environment, including understanding the EP2 protocol, specifications, and related processes for payment transaction processing is a plus.
• Technical Skills:
• In-depth knowledge of credit card terminal (ep2), including common terminal models and their operating systems.
• Proficiency with support tools, such as ticketing systems (e.g., Salesforce, ServiceNow)
• Soft Skills:
• Exceptional leadership and mentoring skills to guide and develop a high-performing team.
• Strong problem-solving and analytical skills with the ability to diagnose complex technical problems.
• Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Ability to remain calm and effective under pressure, especially when dealing with critical or time-sensitive issues.
• Minimum of 5 years of experience in a technical support role, with at least 2 years in a team leadership or supervisory position.
• Proven experience working with payment systems, credit card terminals (POS, attended, and unattended), and payment gateways preferred
• Prior experience in a 2nd level or escalated support environment is essential.
• knowledge in an EP2 environment, including understanding the EP2 protocol, specifications, and related processes for payment transaction processing is a plus.
• In-depth knowledge of credit card terminal (ep2), including common terminal models and their operating systems.
• Proficiency with support tools, such as ticketing systems (e.g., Salesforce, ServiceNow)
• Exceptional leadership and mentoring skills to guide and develop a high-performing team.
• Strong problem-solving and analytical skills with the ability to diagnose complex technical problems.
• Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Ability to remain calm and effective under pressure, especially when dealing with critical or time-sensitive issues.

Language Requirements

• German and Swiss German (Fluent/Native)
• English (B2-C1 Level):
• French is a plus