Merchant Technical Support Specialist
Posted on 4/4/2023

1,001-5,000 employees

Payments service for ecommerce
Columbus, OH, USA
Experience Level
Desired Skills
  • Exceptional written and verbal communication skills and attention to detail
  • The ability to stay calm under pressure with superb organizational skills
  • A technical mind able to grasp the issues and explain them and their solutions to non-technical stakeholders
  • Experience with Zendesk/Freshdesk or other customer support software
  • Experience using Jira for workflow and defect management is preferred
  • Skills to be adaptable in order to understand and service other support functions in the wider business
  • Capacity to self start and work independently
  • Working with a third party 1st line technical support team and support engineers to resolve user issues and requests
  • Function as the point of escalation for any issues that cannot be resolved by first line support
  • Identifying trends in issues and potential system wide degradations / outages
  • Prepare and present common issues & requests back to the business with recommendations for efficiency
  • Recognising incidents and escalating to the correct product teams to resolve
  • Managing investigation and resolution of bug tickets through Jira, including evaluating all tickets raised to development have all required information and are ready for investigation and resolution
  • Providing updates in line with internal SLAs
  • Ensuring clear and consistent communication between product teams, partnership success teams, and support teams
  • Become a product expert, able to explain the ins and outs of Virtual Shopping platform to any user who writes in for assistance
  • Assist clients by updating their configuration settings via tooling
  • Champion the quality of (Merchant Support) support by maintaining KPIs
  • Assist Technical Support Manager in creating documentation pertaining to troubleshooting and usage
  • Assist with the creation of reporting to track key trends and service performance