Technical Support Coordinator

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.  

Job Summary

We are seeking a dedicated and experienced Technical Support Manager to lead our technical support team. The ideal candidate will oversee the delivery of technical assistance to our clients, ensure high customer satisfaction, and coordinate the resolution of complex technical issues. This role requires strong leadership skills, technical expertise, and the ability to manage a team effectively.

Key Responsibilities

• Manage a team of Remote and Onsite technical support technical engineers.
• Lead, motivate, and manage the technical support team to ensure efficient and effective customer service.
• Develop and implement support policies, procedures, and standards to improve service quality.
• Monitor team performance metrics and provide coaching and training to enhance skills.
• Resolve escalated customer issues promptly and professionally.
• Collaborate with other departments such as Product Development and Sales to address customer needs and feedback.
• Maintain up-to-date knowledge of company products, services, and industry trends.
• Define and maintain Field and Helpdesk technical procedures, train Technicians and Agents accordingly.
• Support the Field team for special campaign development with internal resources and external partners coordination.
• Prepare reports on support activities, customer satisfaction, and team performance.
• Identify opportunities for process improvements and implement best practices.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Proven experience in technical support, customer service, or IT support roles.
• Strong leadership and team management skills.
• Excellent problem-solving and communication skills.
• Ability to handle stressful situations and manage multiple priorities.
• Knowledge of support tools, ticketing systems, and remote troubleshooting techniques.
• Familiarity with relevant technologies, software, and hardware.

Preferred Skills:

• Experience in managing support teams in a technical environment.
• People Management
• Multilingual abilities are a plus.

Personal Attributes:

• Customer-focused mindset.
• Analytical thinker with attention to detail.
• Proactive and adaptable to change.
• Strong interpersonal skills

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We want to adapt our processes and create a safe work environment that welcomes everyone.

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