Technical Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa VHRS Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at Precium. As a Technical Support Specialist, you will be responsible for providing exceptional customer support to our enterprise merchants, ensuring timely and satisfactory outcomes in line with internal and external SLAs.

Key Responsibilities:
  • Manage our support desk, ensuring all support queries are ticketed in Freshdesk from multiple inbound channels.
  • Develop action plans for escalated customer queries, informing customers of the plans, and keeping customers apprised of progress.
  • Ensure that Precium's service status is clearly accessible by merchants and that Incident notices are published routinely to subscribers as and when necessary.
  • Work closely with our Payment Ops, Product, Engineering, and Customer Operations teams to manage critical situations and incidents proactively and reactively.
  • Provide assistance to the Payment Operations team on monitoring of transactions troubleshooting.
  • Provide the team with monthly reporting on support effectiveness, including analysis of support issues; SLA adherence and CSAT score.
Requirements:
  • 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 of Economics is a plus.
  • Technical aptitude and the 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.
What We Value:
  • 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.
  • We continuously level up: We embrace bravery, curiosity, and ambition—and view mistakes as learning opportunities, not setbacks.
  • We take action: We care about delivering value quickly, choosing incremental progress over perfection.
Benefits:
  • 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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