Technical Support Team Leader

Company Description

PayPlus is a company that provides payment solutions located in Holon, providing diverse and cutting-edge financial solutions to businesses.

Join PayPlus, the leading company in Israel in the field of payment solutions and platforms. We are currently seeking a Team Manager for Technical Support and Customer Service. This is a chance to work in a dynamic and vibrant work environment in one of the most sought-after sectors in the market.

Responsibilities:

• Professional management of the technical support and customer service team, providing support and handling inquiries from various channels.
• Recruitment of new candidates and training them to work in the support team.
• Development of training and support systems for customers (knowledge in working with and managing various automated service channels such as chatbots, writing FAQs, and any tools contributing to the company's service system, including collaboration with the development team).
• Responsible for the professional development of support staff through quality control.
• Ongoing tracking, training, and guidance of the support team.
• Ensuring that support team members meet their goals consistently.
• Conducting monthly feedback calls based on performance, service, and professional feedback.
• Working with a system for managing inquiries, including tracking and control through the system and presenting weekly/monthly operational reports.

Job Requirements:

• 2+ years of experience and familiarity with the customer service industry - mandatory.
• Strong technical abilities and extensive knowledge of the internet world - mandatory.
• 5 years of experience in supporting organizations with core systems, Enterprise organizations, first and second-line support, use of support applications, reporting, and operational reports.
• Experience in writing user guides.
• Proficiency in Excel - mandatory.
• Knowledge and understanding of specification processes and user experience - an advantage.
• Experience in working for an internet company - an advantage.
• Perseverance, self-learning ability.
• Personal example and high service awareness.
• Willingness to work flexible hours.
• Bachelor's degree in Business Administration/Social Sciences - an advantage.