Support Engineer providing high - quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
About the role
- Technical Support Specialist providing support for payment terminal systems with a focus on troubleshooting and training. Collaborating with clients and internal teams for effective issue resolution.
Responsibilities
- Provide advanced-level support for payment terminals, including hardware and software troubleshooting, installation, and configuration that require in-depth knowledge.
- Collaborate with Experts for problem resolution.
- Act as the primary point of contact for key-clients experiencing issues with payment terminals, providing timely and effective solutions.
- Diagnose and resolve technical issues related to payment processing, including connectivity issues, transaction errors, and hardware malfunctions.
- Conduct training sessions for clients and employees on the proper use and maintenance of payment terminals.
- Work closely with internal teams (e.g., product management, sales, and finance) and external vendors to ensure smooth operations of payment terminal systems.
- Mentor Junior support agents.
- Manage and resolve customer escalations effectively.
Requirements
- Strong Team Player with high social competence.
- Ability to communicate technical information in a clear and understandable manner.
- Active listening skills.
- Customer centric mindset.
- High reliability with regard to customer expectations.
- Technical education in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 2+ years of experience in technical support, specifically related to payment processing systems or point-of-sale (POS) technology.
- Familiarity with various payment processing software and hardware, network troubleshooting, and security protocols.
- Strong verbal and written communication and social skills; ability to convey technical information to non-technical users in English (nice to have German language skills).
- Strong analytical and problem-solving abilities by using data logs for decision-making.
Benefits
- Competitive Salary: Based on your experience and qualifications, you can expect to earn a gross monthly salary of EUR 1700–3000.
- Flexible Work Schedule: Benefit from flexible working hours and hybrid work options that promote a healthy work–life balance.
- Modern Workspace: Work in a state-of-the-art office in the vibrant heart of Vilnius, complete with free drinks, tasty snacks, and delicious coffee.
- Innovative Team Culture: Join a supportive, collaborative, and forward-thinking team that values continuous improvement, creativity, and regular team events that bring everyone together.
- Innovative Projects & Continuous Improvement: At wallee, our team drives innovation by continuously enhancing existing modules and exploring groundbreaking technologies.
- Autonomy & Creative Freedom: We like innovative ideas, and creative ways to find solutions.
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