Customer Service Technical Specialist

2 weeks ago

High Wycombe Buckinghamshire, United Kingdom Bluegate Consulting Ltd Full time
Customer Service Technical Specialist

High Wycombe, Buckinghamshire. Elevate your career with our client a leader in secure EMV payment and mobile acceptance solutions. They are seeking a Customer Service Technical Specialist to join their dynamic team, ensuring that their cutting-edge technology solutions are functioning optimally for clients and integrator partners.

In this pivotal role, the successful candidate will be the key player post-sale, managing technical issues, requests, and change requests with finesse and coordination with both internal and third-party resources. With a solid grounding in payments technology, the individual will possess a proven track record in the payment, retail, or hospitality industry, with a focus on EMV, PCI, and Security. This role demands a customer-centric approach, paired with the ability to communicate complex technical concepts to developers and non-technical stakeholders alike.

Responsibilities include acting as the primary technical contact for existing customers, developing a deep understanding of client environments and client products, and proactively creating documentation to enhance knowledge sharing and resolution efficiency. The role is a blend of L2/L3 Technical support and problem management, requiring a proactive approach to continuous improvement, problem management, and root cause analysis.

** The role is based in High Wycombe, with a flexible working policy that requires a minimum of 3 days on-site per week.

Candidates should bring graduate-level education or equivalent industry experience of 3+ years, with a robust background in a relevant payment industry role. A good understanding of integrated POS or retail payment solutions is essential, as is the ability to work under pressure and coordinate complex problem-solving efforts. Familiarity with the ITIL framework is advantageous.

Key skills include strong proactive customer service, excellent communication, the ability to work with diverse teams and customers, and a knack for innovative thinking to improve processes. Knowledge of backend payment processing software or value-added services within the payments sector is also desirable.

Our client offers a chance to be part of a company that is transforming customer engagement across multiple sectors. Join a team where your technical expertise and customer service acumen will be valued and where you can make a tangible impact on the success of the business and its clients.

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