Customer Technical Support Specialist - POS and EPOS

Overview

Customer Technical Support Specialist — 2-3 days a week office based. Our client provides cutting edge electronic payment solutions including design, certification and manufacture of industry certified hardware. They partner with Independent Software Vendors and Systems Integrators to provide flexible payment solutions across public and private sector verticals bringing consistently innovative solutions to market that scale across all industries and geographies.

Due to their dynamic and fast growth environment, they are seeking a heavily Customer focussed Technical Support Specialist to ensure any post-sale technical issues, requests, or change requests are executed and addressed effectively.

The role is effectively a mixture of L2/L3 Technical support and problem management, so experience in such roles is valued.

You will be technically knowledgeable in payments, with a focus on EMV, PCI and Security. You will be customer facing whilst also able to effectively communicate at a developer level both internally and externally. You will work closely with other teams internally to deliver the best experience for our customers. As the main post implementation link between us and our clients’ technical teams (L2), you will play a key role in our continuous improvement programme and contribute into Proactive Problem Management and conduct root cause analysis raising a Request For Change.

• Provide technical support to customers with regard to bugs, new features and change requests within agreed internal KPIs or SLAs
• Own and address any issues raised in customer portals to resolution via internal or third-party resources, updating the customer with each update
• Develop excellent knowledge in client environments and our products, regularly reviewing client operations highlighting any opportunities for technical improvement internally to the sales team to further explore with their clients
• Create and maintain any relevant technical design, or other documentation with each implemented change
• Create and maintain Knowledge Base articles that can be shared with internal teams, partners and clients
• Proactively identify any trends across the client base and address through Problem Management activities
• Proactively suggest and initiate Change Requests for optimization
• Attend and contribute to regular internal service review meetings, highlighting any technical or service trends or difficulties reported by the client base
• Attend client service review meetings
• Major Incident Management as a resolver or technical resolution coordinator

• Proven payment industry experience of 18+ months with technical support track record
• Good understanding of payment solutions for integrated POS or retail payment solutions
• Ability to work under pressure and coordinate internal and third-party resolvers
• Working knowledge of ITIL framework and its processes
• Strong proactive customer service skills
• Excellent communication and relationship management
• Ability to work under pressure and multi-task
• Understanding of project coordination / management principals
• Ability to empathise with clients, linked with a degree of business acumen to understand the business model and the roles within
• Innovative thinker capable of proactively improving processes
• Ability to work with multiple teams & customers across different countries both face to face and remotely using tools such as Teams