We are looking for a highly talented Technical Support Representative, to join our expanding team in Limassol.
Summary of Requirements
The responsibilities of the Technical Support Representative consist of providing clients with ongoing technical support of the product. The goal of the Technical Support Representative is to ensure that merchants (and their technical teams) are answered to questions, queries and issues raised to Praxis support channels; as well as support is provided to the internal clients within the company.
Roles & Responsibilities:
- Maintain a high level of customer service through effective technical support, problem identification, troubleshooting and resolution via chats and emails
- Provide information on the product and services
- Analyze and identify potential technical issues
- Keep all stakeholders updated on the results of the investigation and issue resolution
- Ensure that all queries are answered and issues are resolved within a timely manner
- Oversee interconnection between cases and report it, according to internal procedures
- Be able to explain technical details with ease to non-technical clients
- Identify and manage incidents
- Work on additional projects based on the team, department and company needs
- Be the link between external and internal stakeholders
Candidate requirements:
- 1+ years experience in Technical Support, Customer Service or similar roles
- Level of English (both verbal and written) – Upper Intermediate or higher
- Good Business communication skills (both verbal and written)
- Experience with API processes, logs interpretation
- Ability to process many details and informational load
- A process improvement mindset
- Basic knowledge of networking principles
- Ability to understand and communicate basic technical problems and resolutions clearly to both a technical and non-technical audience
- Eager and willing to overcome challenges
Required Skills:
- Multitasking
- Responsibility to provide high level results and understand the consequences of the work
- Attention to detail and strong organizational skills
- Strong problem-solving and analytical skills
- Able to adapt o the fast changing environment
- Strong time management
- Stress management to cope with challenges
- Analysis of technical Issues
- Proactiveness to solve the issues, to deliver above expectations
Additional Advantageous Experience:
- Mentoring Junior Staff
- Knowledgebase creation
- Technical background (JS, CSS. JSON)
- Jira, Zendesk, Skype, Datagod and similar support tools
- Incident Management
- CRM systems with the ability to quickly learn a new software
We offer
- Onboarding training that will at once dive you into real cases and ongoing development to help you get on the cutting edge of online payments technical support
- Merit-based career progression in a fast-growing organization
- Environment where product expertise, professional and personal commitment are rewarded
- Fun and collaborative working atmosphere
- Work in a multicultural team
