Specialist I, Technical Support, Third Party - #1703493

Title

Specialist I, Technical Support, Third Party

Contact Centre

Reports To

Manager, Merchant Support, Third Party

Position Overview

The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go-to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximise their revenue potential.

As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in-depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalate issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc’s reputation for exceptional service and partnership support.

What we’re obsessive about:

• Small teams, big things: We’ll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way.


• Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft.


• Real people, real problems: We develop solutions to our merchants’ real-world challenges. Our team members collaborate to build the right things the right way. We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.

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


• Take the appropriate action to ensure customer expectations are fully delivered


• Liaise 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

Qualifications

• Prior experience where you can demonstrate your passion for technical support


• 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


• Computer literate (Word, Excel, Microsoft Outlook)

Travel Component

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods


• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations

Job Classification

Equality Monitoring

At Payroc, we’re committed to creating an inclusive and equitable workplace where everyone has the support they need to thrive. To achieve this, we need to ensure that our hiring process works for everyone, regardless of background or identity.

The following demographic-based questions help us better understand the diversity of candidates applying to join Payroc. It allows us to assess how different groups progress through our hiring process and identify areas where we can improve to be more inclusive.

Please note that:

• Answers are voluntary. Every question includes a “Prefer not to say” option. Even if you select this for all questions, submitting the survey still helps us gain valuable insights. Your decision to participate or not will remain confidential.


• Answers are anonymous. Your responses cannot be linked to you and will not impact your application. We will only use aggregated data for equal opportunities monitoring in our hiring process.

Thank you for helping us build a more inclusive Payroc!