Technical Support Specialist

  • Paysafe
  • Cambridge, United Kingdom
  • Jul 28, 2017
Full time Design

Job Description

As a member of our Technical Support team, you will be an important representative and ambassador of the company brand, by providing exceptional levels of support, expert guidance and service.  You will be serving both our merchant customer base as well as internal departments.


Key Roles and Responsibilities


  • Be a primary contact point for customer requests for support, questions, guidance and service issues.


  • You will be the client champion, by being accountable for ensuring all assigned service matters are addressed and resolved efficiently and professionally. 


  • Perform problem determination with the customer as well as conduct investigations for both basic and complex technical issues.  (including non-technical inquiries as needed)


  • Troubleshoot and resolve technical issues related to Optimal Payments’ applications and systems. 


  • Provide direct assistance and expertise to clients, partners and internal teams as part of system integration projects for the entire suite of the Optimal Payments offering. (Integrating our solutions to customer platforms)


  • You will participate in User Acceptance Testing (UAT) for any development initiatives.


  • Provide industry leading ownership of all issues reported internally and externally. Follow-up closely on all issues that have been escalated in order to ensure efficient resolution of technical problems.


  • Ensure prompt communication with clients on the status of their requests for support.


  • Coordinate efforts and collaborate with various internal departments (QA, Development, Technical Operations, etc.) to resolve customers’ issues and requests as required.


  • Follow-up closely on all issues that have been escalated in order to ensure efficient resolution.


  • Maintain ownership of assigned client issues to completion and customer satisfaction. (full ownership to completion)


  • Direct involvement with the department Continued Improvement Program, by providing recommendations that will improve services to customers as well as improve efficiencies in technical support. (Through Trend analysis, Customer experience, internal experience).


  • Be a source of expertise to clients by providing guidance on how to best use our technology that ensures the best experience and results for our merchants


  • Provide product knowledge expertise to our sales and merchant support agents.



Required technical skills:


  • Basic understanding and hands on experience with major Internet protocols and languages: HTTP, HTML, Web Services, XML, REST, JSON.


  • Familiarity with web-based applications and e-commerce principles.


  • Responsive Design
  • CSS
  • Webhooks
  • Callbacks


  • Working knowledge of Windows and UNIX operating systems.



Education and Qualifications


  • The candidate will possess a college degree (D.E.C), a college attestation (A.E.C) in Computer Science, programming, equivalent education or demonstrated equivalent level experience.


  • You have at minimum, 2 years of experience in a customer service and technical software support role.


  • You demonstrate excellent enthusiasm, can work independently and have proven problem-solving and analytical abilities.


  • You possess excellent interpersonal and communication skills and can easily handle a high volume of work.   


  • You are responsible, a solid team player, detail-oriented, and have a strong sense of urgency and accountability.


  • Welcome difficult problems and enjoy dealing with challenging customers and situations, in a fast paced environment


  • Enjoy learning, are creative and strive to improve you skillsets and knowledge.


  • You are proficient with the MS Office suite with strong skills in Excel.


  • Willing to work flexiblescheduled hours as required (before / after business hours)


  • Experience in the payment processing industry would be considered an asset.


  • You are perfectly bilingual (spoken and written).