Technical Support Executive (nights)

Location: Hedge End
Job function: Technical Support Executive (nights)
Job type: Full Time 4 on 4 off 19:30 – 07:30
Salary: Up to £23,000

This is an exciting opportunity to join the team at NetPay, the business bringing revolution to the UK card payments industry focusing on system innovation and service excellence delivering card payment solutions to the wholesale, reseller and corporate channel. The business is looking for a skilled, dedicated and ambitious team member to support our customers with technical support queries and make their experiences the best they possibly can be.

Position Summary

To support our resellers, customers, and internal teams to ensure we deliver the best customer experience possible. Provide technical support for our marketing leading technology service, card machines and online payments. This role will involve taking ownership of customer requests to find timely solutions; enabling the customer to continue taking payments. Own our stock management process overnight and contribute to application testing. We are looking for an individual that is passionate about customer service and exceeding customer expectations. The type of person we are looking for will have ideally had previous experience working within a technical support team (although this is not essential) and has an interest in technology although this doesn’t necessarily have to have been within the card payments industry. A passion for helping people and supporting a range of technologies.

Job Description

  • Be the first point of contact via phone, emails and webchat for new and existing customers taking ownership of their technical requests.
  • Liaise with our resellers, merchants, partners and colleagues internally to ensure we capture all the necessary information to support our customers with a focus on technical support for card terminals, online payment services and technology platforms.
  • Working with our partners including terminal manufacturers, acquiring banks and banking gateway providers as required to establish services and resolve challenges on behalf of our customers.
  • Support order fulfilment including dispatching stock from site and updating stock records.
  • Updating our internal systems through the stages of order, keeping our customers informed at every stage.
  • Manage the out of hours escalation process during any unforeseen emergency to find a quick resolution limiting impact on service.
  • Monitor multiple environments and assist with running application tests to spot potential environment failure or defects.
  • Communicate and co-ordinate with colleagues and other teams in the business to ensure we deliver upon our customers’ expectations.
  • A well-structured individual that can plan and manage their time effectively, being efficient, self-motivated and organised is essential.
  • Can recognise and discuss additional services that may suite customers to enhance the service offered.

Knowledge and Skills

  • Passionate about delivering the best customer experience possible.
  • Ability to take ownership of customer requests and work with colleagues and other departments to ensure we deliver upon our customers’ requirements and expectations.
  • Excellent listening and communication skills, able to communicate with people at all levels.
  • Well-structured and organised, able to prioritise work.
  • Proactive, tenacious, committed and hungry to succeed.
  • Ability to trace patterns and spot anomalies.

Key Competencies and Behaviours.

  • Equal, collaborative family - We treat each other with respect. No matter what their ability, experience or background we will all help one another. Everyone has the right to be heard and a responsibility to listen. Together we will always achieve more.
  • Focus on our customers - We take time to understand our customers’ needs and challenges so we can exceed their requirements and expectations. We go the extra mile and treat all customers fairly. We take ownership of any interaction from start to resolution.
  • Innovative, creative and visionary - We always challenge the status quo, think of exciting new ideas and lead from the front. We look for new solutions and always question “what’s next”? We ask questions, we share ideas and are open for change.
  • Be honest, show integrity - We act responsibly, are open and upfront and learn from our experiences. We do the right thing for our customers and our team without exception. We share feedback, we are humble in our approach and treat others how we would want to be treated.
  • Ambitious, tenacious and successful - We define our goals, we are motivated, driven and motivate others. We are organised, diligent and structured. We overcome barriers through hard work, commitment and collaboration. We challenge ourselves to be the best we can be – everyday.
  • Results, recognition and reward - We acknowledge when our colleagues have delivered, we recognise their successes, reward their achievements and praise their commitment to our business. We demonstrate to the individual and to the wider business our appreciation of their effort.

If you feel like you meet the above criteria for the Technical Support Executive (nights) role, then please apply now!

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