Tech Support Team Leader

  • eToro
  • Tel Aviv, Israel
  • 13/05/2022
Full time Forex Fintech Customer Service

Job Description

eToro is the world’s leading social trading network, providing millions of users from around the world with a one-stop-shop solution for their trading and investing needs. Since 2007, eToro has positioned itself as a Fintech leader, pioneering revolutionary practices such as social trading and machine-learning-powered investment products.

eToro’s award-winning trading and investing platform are at the forefront of Fintech technology. Our Research and Development department develops cutting-edge technologies, focusing on field-relevant areas, such as blockchain and artificial intelligence.

We promote an organizational culture that is both professional and fun.

What you’ll be doing :

  • Provide first-line support and technical expertise to troubleshoot, diagnose and resolve customer issues while maximizing customer satisfaction.
  • Respond to, resolve and document all incoming cases reported by End-users via Telephone, ticketing system, and other support channels as required.
  • Provide global internal support for the entire organization (Locally and Remotely)
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VoIP, etc
  • Manage users and permissions in Azure Active Directory, Active Directory, Intune , Google Apps, VPN, internal systems - files servers, Anti-Virus, Terminal Services, etc
  • Identify and escalate priority issues per Client specifications
  • Monitor customers for Incidents that require investigation, diagnosis, and resolution. Ensure incidents are correctly classified and updated on a regular basis. Work to customer SLA to ensure service is restored quickly to the end-user
  • Be on the lookout for trends occurring in the environment, and gather evidence and facts to raise these to the attention of the team, so the problem can be identified and resolved
  • and future recurring issues can be avoided
  • Extensive experience working with different operating systems including Windows and Mac OS.
  • Follow written procedures, share knowledge among the team and create new documentation for both technical and end-user roles
  • Stay current with the ongoing expansion and development of the company - be aware of system information, changes and updates

Requirements:

Strong technical abilities in many diverse technical fields, a basic understanding of Windows environment, Azure, Active Directory services, G-suite and Networking

Working knowledge of computer hardware and physical device interfaces, experience with managing systems on Virtual platforms

Ability to multi-task

Ability to work effectively in a team structure

Strong verbal and written communication skills (English)

  • Ensure your agents are meeting call volume standards along with other key performance indicators
  • Demonstrate a comprehensive understanding of multiple user-friendly Software Platforms
  • Build trust with your direct team of agents
  • Provide prompt, accurate, and friendly customer service, ensuring that customers are supported and valued.
  • Document and report on technical engineering tickets using JIRA
  • Maintain a strong work ethic with a total commitment to success every day.

What You’ll Bring

  • Strong customer focus—dedicated to meeting the expectations and requirements of customers and acts with customers in mind
  • Strong Leadership skills
  • Advanced troubleshooting skills
  • Critical Thinking skills/Big Picture Mindset
  • Remains calm under pressure and can think and react quickly, especially in times of distress for customers
  • Ability to work from home in a quiet, designated workspace