Summary of Requirements

The responsibilities of the Tech Support consist of providing clients with ongoing support. The goal of the Tech Support is to ensure that merchants are answered to questions, queries and issues raised to Praxis support channels.

Roles & Responsibilities

• Maintain a high level of client satisfaction through effective client support and problem determination.
• Analyse the technical issues identified by clients and determine the cause of these technical issues by thorough analysis and/or escalating the issue to technical support. Keep the client informed on the results of the analysis and ensure that the issue is resolved within an appropriate timeframe.
• Resolve basic technical problems and general “how-to” questions.
• Provide information on product and services when needed and resolve emerging problems.
• Escalate urgent issues to management
• Work on side projects when support channels are not busy

Candidate requirements:

• 1 to 2 years experience in Support role or similar position
• Previous technical experience (JS, CSS, JSON)
• Experience in CRM systems
• Strong client relationship management skills.
• Excellent problems solving and incident management skills.
• Ability to understand and communicate basic technical problems and resolutions clearly to both a technical and non-technical audience.
• Excellent verbal and written English communication
• Exceptional knowledge of the Internet and how users interact with content
• Understanding of search engine queries and directory sites
• Attention to detail and strong organizational skills
• Must possess a strong work ethic
• Eager and willing to overcome challenges
• Demonstrated ability to work in a fast-paced, competitive, and fun environment
• Proficient in MS Word, Excel, Outlook, PowerPoint

We offer

• Tailor-made training and ongoing development to help you get on the cutting edge of online payments
• Merit-based career progression in a fast-growing organization
• Environment where product expertise, professional and personal commitment are rewarded
• Fun and collaborative working atmosphere