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Product Support Specialist
hace 3 semanas
**About our client**:
Our client creates technology for financial institutions and businesses to facilitate multiple-channel transaction acceptance. They have been developing electronic payment technology since 1998. Today, they process millions of transactions and have customers in several countries. They are a proven provider of the best-of-breed multiple channel transaction technology. They provide a Payment Gateway that supports multiple-channel card acceptance. Their Payment Gateway is a recognised leader in the provision of an omnichannel solution that allows an acquiring bank to own the last mile of payment acceptance.
**Purpose of the job**:
As a Product Support Specialist, you will be required to manage client technical support queries in a professional manner.
Using creative problem-solving methods, the incumbent is highly focused on attention to detail and ensuring the technical problems are resolved timeously.
You will be required to also attend to General/admin type queries.
**Key Responsibilities**:
- Monitoring of system resources and ensuring in-house systems are processing as per normal
- Ensuring all requests allocated to you through in-house ticketing system are attended to timeously
- Identify the root cause of an error
- Investigate errors and provide solutions and escalate these errors to the appropriate developers if the situation requires this
- Assist with deployments queues and resuming and resolving all fall out errors after deployment
- Assisting with test cases
- Interacting with internal developers to resolve customer queries or system issues via the company’s internal ticketing system
- Manage and maintain accurate and thorough client support records
- After hours support will be required every third week to assist with critical issues only
**Key performance measures**:
- Creative problem solving and closing technical queries
**Qualification & Experience**:
- 1-3 years customer or technical support experience
**Competencies**:
- Passion for solving client issues and providing great customer service
- Ability to plan, 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 software development processes and concepts. (Understanding of HTML, XML, JavaScript,.Net and PHP)
- Proficient with Microsoft Office
- Service focused - ensuring that the needs of clients are always met
- Productive - action and results orientated.
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