Technical Support - Payments Industry

Our client is a leading payment technology company covering the UK, Republic of Ireland and Nordics providing payment devices and solutions to UK acquirers, resellers, ISO’s and retailers. They provide innovative, cost effective and superior quality payment solutions. Payments represent a small fraction of the retail experience and applications are becoming an integral part of this process. By offering a 'single device’ that can provide multi-application support, payment acceptance and targeted value-added services whilst condensing this within a robust hardware unit allows us our clients customers to adapt to consumer behaviours for present and future requirements. This will start as an office based role but within a few months of training can transition to a hybrid role.

About the opportunity

Due to continued success and growth, we are looking for a technical support agent to join our clients, team, managing 1st, 2nd and 3rd line queries predominantly from resellers but also end users. You will be provided extensive training but previous experience working within IT and Technology support roles will be advantageous. The role will be office based in Woking whilst you undergo training and over time can transition to a hybrid opportunity.

Responsibilities

• Gain in-depth understanding of the companies product solutions
• Liaise with company partners to support existing knowledge and develop your learning about upcoming solutions and product releases
• Resolve 1st, 2nd and 3rd line technical queries from a variety of resellers, ISO’s, retailers and customers via email and zoom calls.
• Prompt follow up of customer technical issues & queries, with excellent ongoing communication
• Analyse issues through research, testing, knowledge and experience to provide resolutions
• Support and inform internal sales team on existing and upcoming solutions
• Test new software releases and document results
• Document new solutions and write comprehensive user guides
• Software load terminals for development and test purposes
• Support solution integrators and developers.
• Work within a team to deliver an excellent customer experience

About you

• Bachelor's degree in maths, engineering, computer science or similar
• Previous experience of working with Android devices
• Previous experience working with payment/EPOS devices advantageous
• Have a basic understanding of programming languages ideally Java
• Have a passion for technology and excellent analytical skills
• Be self-motivated with a particular attention to detail
• Have good customer facing and written communication skills
• Be an excellent team player
• Have the ability to prioritise and work under pressure
• Be a confident communicator, with particular focus on being able to understand people from all backgrounds and select when to use more advanced or simple language
• Have good organisational and time-management skills with a flexible approach to work