Product Support Specialist - Chile - Believe Resourcing

Descripción

Product Support Specialist - Remote Position (Must

Chile

Believe Resourcing


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 inhouse systems are processing as pernormal
• Ensuring all requests allocated to you through inhouseticketing 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: 13 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. #J18808Ljbffr