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Technical Support Executive in Hedge End at TalentSpa

Date Posted: 11/20/2018

Job Snapshot

Job Description

Technical Support Executive

Location: Hedge End

Salary: up to £18,000

Job Type: Full Time Monday to Friday (shift based) and 2 Saturdays in 4.

Summary of the Technical Support Executive:

To support our resellers and merchants to ensure they get the best customer experience possible when managing our customers services when setting up and ‘in-life’ including online and offline card payments and payment terminals. This role will involve taking ownership of customer requests to find timely solutions enabling the merchant to continue taking payments. We are looking for an individual that is passionate about customer service and exceeding customer expectations. The type of person we are looking for will have ideally had previous experience working within a technical support team (although this is not essential) and has an interest in technology although this doesn’t necessarily have to have been within the card payments industry.

Responsibilities of the Technical Support Executive:

  • Be the first point of contact via phone, emails and webchat for new and existing customers taking ownership of their requests.
  • Liaise with our resellers, merchants and colleagues internally to ensure we capture all the necessary information to support our customers with a focus on technical support for card terminals and online payment services.
  • Working with our partners including terminal manufacturers and banking gateway providers as required establishing services and resolving challenges on behalf of our resellers and merchants.
  • Support order fulfilment including dispatching stock from site.
  • Updating our internal systems through the stages of order, keeping our customers informed at every stage.
  • Communicate and co-ordinate with colleagues and other teams in the business to ensure we deliver upon our customers’ expectations.
  • A well-structured individual that can plan and manage their time effectively, being efficient and organised is essential.
  • Preferable ambition to progress in the business as it grows.
  • Can recognise and discuss additional services that may suite customers to enhance the service offered.

Requirements of the Technical Support Executive:

  • Passionate about delivering the best customer experience possible.
  • Ability to take ownership of customer requests and work with colleagues and other departments to ensure we deliver upon our customers’ requirements and expectations.
  • Excellent listening and communication skills, able to communicate with people at all levels.
  • Well-structured and organised, able to prioritise work.
  • Proactive, tenacious, committed and hungry to succeed.

If you feel you meet the above criteria of this Technical Support Executive role then please apply now!