Magic Mondayz | Support Specialist

Vor 5 Tagen

Central Coast, Österreich Tideri Jobbörse Vollzeit

Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka.
We pride ourselves with hiring great teams to work on exciting game changing technology.

Teamified currently has 200+ engineers, testers, product managers etc.
working across 20+ partners.
We focus on uplifting the way organizations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes.

In addition to this, we are building our own technology product offerings.
We strive to deliver the best outcomes for our customers, our partners and our people.

Client Summary:
Our client is a leading full-service payments and technology provider, driven by in-house research and development, product innovation and enhanced data security.

Our client helps to streamline their clients' cash management and reporting processes with their suite of solutions that are designed to deliver significant time and cost savings.
With over 20 years industry experience our client leads the way in providing secure payments and technology solutions tailored for hospitality, gaming, retail and financial industries.
Their products are world class yet developed with a localised lens and expertise, ensuring they are relevant for their respective jurisdictions.
Trusted by over 4,500 businesses, their commitment to compliance, integrity, and support for their clients is unwavering.
With our accessible 24/7 local support team, their clients can speak with real humans who understand their needs and provide timely assistance.
Plus, their dedicated Business Development Managers provide personalised support at every stage, ensuring peace of mind, secure and purpose-built solutions.

Role:
As the SaaS Support Specialist, you will be responsible for ensuring that clients using our client's digital products & terminals are satisfied with their services.
Working closely with various departments, external vendors and providers, you will be managing 3rd level escalated issues.

Reviewing and assisting with service level improvements for customer support process life cycle – on-boarding, support, escalations, product enhancements and training through to business-as-usual support.

Responsibilities:
Providing L3 escalated support and guidance to L1/L2 Technical Support and clients on the use of Next Digital products.
Analysing customer data to identify and address any pain points or areas for improvement with Next Digital products and support.
Developing and implementing customer support processes and growth strategies around Next Digital product.
Collaborating with external vendors, other departments, level 1 and 2 technical support, and product development, to improve the customer experience.
Assisting and providing feedback to Product Manager on industry trends and regulatory changes affecting Next Digital products.
Keep working with stakeholders for the maintenance and improvement of the Next Digital products.
Oversight for test and release management processes for third party software.
Escalation points for resolution of third-party hardware/software for the Next Digital products.
Reporting on key product support metrics, including third-party production issues, and customer support feedback to senior management and escalation processes.
Generate trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle of Next Digital products.
Assist the technical support teams by reviewing support processes, escalations, maintaining and documenting any new processes for BAU.
Holding product demonstrations, training and knowledge share when required and being a SME.
Key Accountabilities:
Responsible for providing 3rd level support to customers and guiding them through escalated issues (hardware and Software), on-boarding support (pre and post install) and product enhancement request.
Assist the level 1 and 2 Technical Support team in providing customer support by providing technical problem-solving skills and knowledge to escalated issues.
Become a Next Digital products expert and trusted advisor to customers.
Collaborate with Technical Support Team, Deployments Team and Product specialists to ensure a successful onboarding and integration.
Develop strong relationships and collaborate with Sales Executives, Customer Success, Technical Support, SysOps, Product Managers, Development Team to ensure customers have an optimal experience and achieve their desired outcomes with requested support.
Partner closely with the External Vendors/Suppliers to drive device and software platform innovation, develop internal support and escalation workflows and provide strategic onboarding automation and optimisation recommendations.
Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies.
Function as a customer advocate and provide internal feedback on how Next Digital products can better service our customers.
Able to work well both within a team environment and autonomously.
Strong communication skills (both written and verbal), negotiation and interpersonal skills.
Strong task management and multi-tasking skills.
High level of organisational, coordination and prioritisation skills.
Strong ability to transfer information, skills, and knowledge to other staff members.
Customer service orientated.
Committed towards undertaking duties efficiently, using initiative and a strong attention to detail.
Personal presentation suitable for the position.
Ensure adherence to our Information Security policies, procedures and standards and proactively report risks.
Awareness of and ability to work in accordance with Company Policies and Procedures especially Work Health and Safety.
Key Relationships
Internal: Legal and Compliance
External:
Knowledge and Experience:
Proven experience with card acquiring POS vendors and/or payment products.
Experience with any of the following an advantage: Ability to build strong relationships both inside and outside the organisation.
Excellent written and verbal communication skills.
Ability to effectively work with all levels of staff.
Excellent attention to detail and ability to multitask.
Ability to work independently under minimal supervision.
Confidence in having difficult conversations with clients.
If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity.
Apply now

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