Customer Technical Support Manager

7 days ago

Pune, India Pine Labs Full time

We bring our best selves to work each day to realise our mission of enriching the world through the power of digital commerce and financial services.


ROLE PURPOSE


The role would deliver top-tier support for CTS, TPP, and CMS solutions. With deep technical expertise and strong leadership skills, the incumbent will drive operational excellence and ensure seamless service delivery in the payment’s domain.


THE RESPONSIBILTIES WE ENTRUST YOU WITH


  • Oversee support operations for CTS, TPP, and CMS (Card Management System) systems, adhering to SLAs and quality standards.
  • Lead and manage the technical support team, ensuring efficient resolution of client issues.
  • Provide advanced technical guidance, including PL/SQL troubleshooting and optimization.
  • Collaborate with clients, internal teams, and stakeholders to address escalations and drive solutions.
  • Analyse recurring issues and implement long-term fixes to enhance system reliability.
  • Develop and mentor team members, fostering technical and professional growth
  • Monitor support metrics and report on performance to senior management.
  • Work closely with product teams to contribute insights for feature enhancements and system improvements.



WHAT MATTERS IN THIS ROLE


Experience & Portfolio: 5+ years of experience in L1/L2 support, with at least 2 years in a team manager role.

Education : Graduate or Postgraduate BCA/B TECH


Technical Skills & Efficiency

Strong expertise in PL/SQL and database troubleshooting.

Comprehensive knowledge of CTS, TPP, and CMS (Card Management System) systems.

Excellent analytical, problem-solving, and decision-making abilities.


Good to have

  • Excellent communication and interpersonal abilities.
  • Customer-focused mindset with outstanding communication abilities.
  • Ability to work in a fast-paced environment and handle multiple priorities.


What we offer

  • Competitive salary
  • Comprehensive benefits package.
  • Opportunities for professional development and career advancement.
  • A dynamic and collaborative work environment.


THINGS YOU SHOULD BE COMFORTABLE WITH

Working from office: As of now, we work out of our offices, 5 days a week.


Pushing the boundaries: Have a big idea? See something that you feel we should do but haven’t done? We will hustle hard to make it happen. We encourage out of the box thinking, and if you bring that with you, we will make sure you get a bag that fits all the energy you bring along.


What we Value in Our people

  • You take the shot: You Decide Fast and You Deliver Right
  • You are the CEO of what you do: you show ownership and make things happen
  • You sign your work like an artist: You seek to learn and take pride in the work you do

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