Technical Support Specialist
2 weeks ago
We are seeking a highly skilled and experienced Support Engineer to join our team at Precium. As a Support Engineer, you will be responsible for providing exceptional customer support to our enterprise merchants, ensuring timely and satisfactory resolutions to technical issues.
Key Responsibilities:- Manage our support desk, Freshdesk, and ensure accurate records of client interactions, technical specifications, and support ticket details.
- Provide first-line and technical support to customers, escalating issues as necessary.
- Develop action plans for escalated customer queries, informing customers of the plans and keeping them apprised of progress.
- Ensure SLAs for support are always met and that Precium's service status is clearly accessible by merchants.
- Collaborate with Payment Operations, Product, Engineering, and Customer Operations teams to manage critical situations and incidents.
- Bachelor's degree in computer science, engineering, information technology, or a related field.
- Minimum 1 year of professional experience working in B2B technical support engineer role actively serving B2B customers, ideally in a tech/SaaS company.
- Prior experience in Payments or Economics is a plus.
- Technical aptitude and ability to understand and troubleshoot technical issues related to various payment methods and configurations.
- Experience using ticketing systems (e.g. Freshdesk, Jira, Zendesk) is preferred.
- We spell Client with a Capital C: Our Clients are at the heart of Precium. We're driven by empathy, leveraging qualitative and quantitative insights to delight and excite our Clients.
- We speak and seek truth and transparency: We say the hard things but always with kindness. We mean what we say (we never mislead) and we actively listen.
- We are here to win the match, together: We know we'll only win the match, together. So, we are determined and tenacious, we train obsessively, we appreciate each others' value, we sweat collaboration and ask for help.
- Opportunity to work with cutting-edge technology and significantly impact the payment industry.
- Flexible and remote working structure.
- Be part of a world-class team with exciting growth opportunities.
- Generous leave policy.
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