As a member of our Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers resolve issues and minimise the impact to their business. We strive to resolve customer queries by providing the best customer experience with the quickest resolution

A SNAPSHOT OF YOUR ROLE

  • Provide first class customer service/support via telephone, email, chat, and any future channel

  • Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers

  • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly

  • Communicate proactively with customers using clear, professional, and effective communication

  • Leverage all approved internal knowledge base to deliver up to date service to our customers

  • Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released

  • Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals

  • Ticket ownership including ticket creation, update, escalation and escalation notes, resolution, and closure

  • Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies

  • Mentor and coach Technical Support Specialist and team members through difficult tickets and issues

  • Mentor team members and ensure departmental procedures are communicated and followed

  • Monitor customers' system proactively to identify and resolve issues

  • Available and on-call to resolve customer issue escalations

  • Communicate with customers and set expectations throughout the escalation process

  • Depending upon the region, engage customers and schedule deployments of EMV systems

  • Escalate Support issues proactively to management and development accordingly

  • Comply with confidentiality and license agreements

  • Depending upon the region, deployment of proprietary and non-proprietary Software and Services to customers’ systems

  • Verify and resolve issues related to scheduled software updates

  • Remain knowledgeable of customer and partner relationships

  • Responsible for self-developing skills and technical knowledge on existing and new products and features

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