Customer Support Engineer - Centurion
Ecentric Payment Systems
Job Specification: Purpose of the position The purpose of the job is to provide Ecentric customers with first class support across all products (hardware and software), including: Ensuring customers and partners receive a professional and prompt response to any support issues across all Ecentric products Providing a single point of contact for customers and partners as well as Ecentric engineers for support issues Ensuring that all products and updates received from Ecentric are tested before being released to the production environment Managing, maintaining and improving production devices, applications and systems Ensuring customer satisfaction with our products and services. Duties and Responsibilities: Customer Support Provide 1st level support to customers and partners for the full solution including: Hardware and accessories Mobile environment applications provided (currently payment application, Android ROM, launcher and updater) Backend platform (currently including transaction server, admin portal, merchant portal and developer portal) Integration with POS apps via provided APIs Assist clients with the resolution of technical issues relating to the Instore Payment apps, processes, and infrastructure, in a help desk environment. Ask clients targeted questions to quickly understand the root of the problem Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue Engage with the Instore Payment development team to assist with prioritization of issues and address any questions by escalating unresolved issues to appropriate internal team leads. Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged into the Service Desk. A good understanding of the Ecentric products will be required, including all devices, advertised offerings, e.g., Debonairs warranty extension, RMA, and repairs work, to address client queries. Provide device support to clients and developers alike. e.g. how to manage Sunmi portals in production Assist 3rd Party developers with queries or bugs related to integration. Access transaction logs from the presentation server in order to identify timeouts and other issues that potentially impacts transactions. Actively identify opportunities to improve products and services, in order to improve the customer experience. Customer Engagement Assist Sales team with technical queries or tasks related to the Instore Payment applications, technical solution, and infrastructure. Assist Sales team with technical solutions to problems a client may have integrating into the Instore Payment Environment. Assist new and existing clients with API integration. An understanding of the API documentation and how it works is a requirement. Assist the Sales team with coordinating proof of concepts when required. Assist clients on site when required to either fix an issue, install software and or hardware. Reporting and Monitoring Log any development tickets on FreshDesk Report on trends to Sales that negatively impact the client experience. Ensure monitoring systems are up and running. New Relic is a monitoring service that runs on all Instore Payment environments, except Innervation. Utilize the systems provided to monitor transactions and connections between switches on all integrated environments. Identifying potential improvements to Instore Payment products that will benefit customers directly or improve the support process. Requirements Education and Experience Matric Qualification A bachelor’s or equivalent qualification in computer science, electrical engineering, or a related field. Technical training and at least 3 years’ experience in support and helpdesk environments. Skills and Behavioral Competencies In-depth knowledge of hardware and software. Understanding of the Android Operating system would be good SQL experience is helpful Up-to-date knowledge of the latest IT and software trends. Strong customer service ethos. Ability to work well with people. Strong communications skills. Excellent organizational skills. Good understanding of management portals. Ability to work on multiple projects at the same time. Well-developed conceptual, analytical, and problem-solving skills Benefits Funeral Benefit Death Benefit Dread Disease Cover Disability Cover Pension fund
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