Specialist I

Description:

This role is dedicated to providing exceptional service to our merchants, partners, and resellers. Our merchants and partners will contact our call centre seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximise their revenue potential.

You understand that our merchants’ success is also our success. The ability to work in a collaborative and highly motivated environment is critical. As a Technical Support Specialist, you will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. You will possess a high-level knowledge of all terminals and be responsible for training, assisting, and escalating issues to the appropriate parties when needed.

Qualifications
 

• Prior experience where you can demonstrate your passion for Technical support
• Be able to work on own initiative as well as part of a team
• Strong written and oral communication skills
• Effective administration, planning and organisation skills with strong attention to detail and accuracy
• Ability to work in a fast-paced environment to provide top level customer support
• Be computer literate (Word, Excel, Microsoft Outlook)
   

Duties And Responsibilities
 

• Provide client support via email and telephone
• Process all technical enquiries, orders, and general administration timely and accurately
• Coach customers to be product experts so they become increasingly self-sufficient
• Taking the appropriate action to ensure customer expectations are fully delivered
• Liaising with internal teams as required
• Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager