Description

Job Summary:

We are seeking a highly skilled Product Support Engineer to provide outstanding support to customers with payment terminal installations, troubleshooting, and technical assistance. The ideal candidate will have a deep understanding of payment systems, be proficient in problem-solving, and excel in customer communication. As a key member of our support team, you will work closely with customers to ensure smooth installation and operation of payment terminals, while efficiently resolving any issues that arise.

Key Responsibilities:

Installations & Configurations:

  • Assist customers with the setup and configuration of payment terminals, ensuring devices are integrated with their systems.
  • Troubleshoot and resolve any installation-related issues, including hardware setup and software configurations.
  • Provide guidance on optimal usage and best practices to ensure smooth transaction processing.

Technical Support & Troubleshooting:

  • Offer remote support to customers experiencing technical difficulties with payment terminals.
  • Diagnose and resolve issues related to connectivity, device malfunction, software bugs, and transaction errors.
  • Collaborate with cross-functional teams (e.g., development, product management) to address escalated technical issues and drive resolutions.

Customer Communication & Documentation:

  • Serve as the primary point of contact for technical queries, responding promptly and professionally.
  • Communicate complex technical concepts in a clear, user-friendly manner.
  • Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions.
  • Provide customers with product updates, training materials, and post-installation support.

Problem-Solving & Continuous Improvement:

  • Demonstrate strong problem-solving skills to identify root causes of issues and implement solutions.
  • Contribute to improving the support process, knowledge base, and customer satisfaction by identifying recurring issues and recommending improvements.
  • Stay up-to-date with industry trends and emerging technologies related to payment systems and terminal devices.

Required Qualifications:

  • Proven experience in technical support or customer service, preferably in the payment terminal or point-of-sale (POS) industry.
  • Strong knowledge of payment terminal hardware and software, including setup, configuration, and troubleshooting.
  • Excellent problem-solving skills and the ability to think critically under pressure.
  • Outstanding communication skills, with the ability to explain technical concepts in a simple and clear manner.
  • Strong customer service orientation with a passion for delivering a high level of support and satisfaction.
  • Ability to work both independently and collaboratively within a team environment.
  • Technical proficiency with various operating systems (Windows, Linux, etc.) and network configurations.
  • Basic knowledge of payment processing systems, security protocols, and industry standards (PCI compliance).
  • Flexible schedule with availability in evenings, and weekends as needed