Product Support Specialist

hace 4 semanas


Chile Believe Resourcing A tiempo completo
Product Support Specialist - Remote Position (Must

Chile

Believe Resourcing

17.04.2024

**About our client**:
Our client creates technology for financialinstitutions and businesses to facilitate multiple-channel transactionacceptance. They have been developing electronic payment technologysince 1998. Today, they process millions of transactions and havecustomers in several countries. They are a proven provider of thebest-of-breed multiple channel transaction technology. They provide aPayment Gateway that supports multiple-channel card acceptance. TheirPayment Gateway is a recognised leader in the provision of anomnichannel solution that allows an acquiring bank to own the lastmile of payment acceptance.

**Purpose of the job**:
As aProduct Support Specialist, you will be required to manage clienttechnical support queries in a professional manner.

Usingcreative problem-solving methods, the incumbent is highly focused onattention to detail and ensuring the technical problems are resolvedtimeously.

You will be required to also attend to General/admintype queries.

**Key Responsibilities**:

- Monitoring ofsystem resources and ensuring in-house systems are processing as pernormal
- Ensuring all requests allocated to you through in-houseticketing system are attended to timeously
- Identify the rootcause of an error
- Investigate errors and provide solutions andescalate these errors to the appropriate developers if the situationrequires this
- Assist with deployments queues and resuming andresolving all fall out errors after deployment
- Assisting withtest cases
- Interacting with internal developers to resolvecustomer queries or system issues via the company’s internal ticketingsystem
- Manage and maintain accurate and thorough client supportrecords
- After hours support will be required every third week toassist with critical issues only

**Key performancemeasures**:

- Creative problem solving and closing technicalqueries

**Qualification & Experience**:

- 1-3 yearscustomer or technical supportexperience

**Competencies**:

- Passion for solvingclient issues and providing great customer service
- Ability toplan, organize, prioritize, and independently solve problems
-Ability to work according to deadlines and to multi-task
-Excellent communication (oral and written), interpersonal,organizational, and presentation skills
- Knowledge of softwaredevelopment processes and concepts. (Understanding of HTML, XML,JavaScript,.Net and PHP)
- Proficient with Microsoft Office
-Service focused - ensuring that the needs of clients are alwaysmet
- Productive - action and results orientated. #J-18808-Ljbffr

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