Job Details

The Technical Support Specialist will be responsible for offering client support to internal and external B2B clients and deploying and configuring client applications. This is a critical customer-facing position that requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related issues.

The role will require a blend of technical and business knowledge, as well as excellent communication skills to be able to provide the highest level of customer satisfaction. The Technical Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to their duties.

Overall Responsibilities

• Responds to client queries via email in a professional and timely manner whilst providing a high level and personalized client experience.
• Maintains a consistent and positive customer experience when interacting with clients
• Proactively keeps up to date with Ixaris activities, products, and services to ensure queries are handled in a professional manner
• Deploy clients on testing and production Ixaris server applications and perform any necessary configurations
• Investigate and troubleshoot client operational technical issues
• Escalates and resolves cases ensuring corporate SLAs are met
• Interacts with third-party suppliers and other departments as required
• Prepares documentation for tools and processes
• Contributes to ongoing improvements and updates to processes within the team
• Contributes to project initiatives by aiding in a project’s delivery and launch by carrying out tasks/actions that are assigned to the Support team

Skills and Knowledge

Required

• Excellent verbal and written communication skills in English
• Previous client-facing technical support experience with great technical proficiency
• A positive person with a can-do attitude and willingness to learn
• Firm knowledge of SQL/MySQL and ability to query databases
• Being able to work on multiple projects/tasks simultaneously while maintaining focus
• Attentive to detail
• Ability to work independently and collaboratively
• Ability to work under pressure and prioritise tasks as required

Considered an asset

• Possession of an IT-related qualification

• Previous experience within the payments industry
• Knowledge of API messaging using REST and use of tools such as Postman
• Proficiency in Microsoft Excel and the use of formula functions

 
Should you be interested in the above position, kindly forward a copy of your updated CV in English to margarida@spotonconnections.com