Role Name: Support Engineer
Location: Cape Town
Role specifics: Permanent position - subject to probation period
Role summary
Join us to ensure we support enterprise merchants at scale in a way that sets us apart.
Were looking for an experienced, organised and, technically-astute individual to assist us in providing excellent customer support. You will be responsible for managing our support desk, providing first line as well as technical support and be the main point of contact for our customers for technical support queries. You will need to ensure we have an effective feedback loop to other teams to continuously improve our product and customer experience.
You will work within the Payment Operations team and will collaborate closely with teams from Customer Success to Product and Engineering.
Requirements
Bachelors degree in computer science, engineering, information technology or a related field
Minimum 1 year of professional experience working in B2B technical support engineer role actively serving B2B customers, ideally in a tech/SaaS company
Prior experience in Payments of Economics is a plus
Technical aptitude and the ability to understand and troubleshoot technical issues related to various payment methods and configurations.
Experience using ticketing systems (e.g. Freshdesk, Jira, Zendesk) is preferred
Solid Understanding Of
web technologies, including web servers
HTTP error codes, API responses and general web server behaviour
Postman or similar api tools
Functional Knowledge Of
network concepts, including DNS, HTTP/HTTPS and TCP/IP
Relational data, SQL or PSQL equivalent
Reading and interpreting stack traces
Excellent communication and interpersonal skills. You will be representing our business and assisting merchants with an outstanding support experience. You;ll need the ability to explain technical issues to non-technical users.
Ability to work independently as well as collaboratively with technical teams
Problem-solving and analytical abilities to investigate and understand root causes, and learn from these over time to improve our process and proactively resolve issues.
The ability to work in a fast-paced, dynamic environment, and show determination to ensure our customers get a superior experience.
All with a cool head under pressure.
Daily Responsibilities
Support Desk
- Take ownership of our ticketing system, Freshdesk, and ensure it is configured accurately. Maintain accurate records of client interactions, technical specifications, and support ticket details, as well as updating incident management systems as needed.
- Ensure all support queries are ticketed in Freshdesk from multiple inbound channels
- Become an expert in support ticket categorisation, SLA matrices and escalation paths
- Troubleshoot queries coming from our customers and resolve them (first-line) or escalate appropriately
- Ensure SLAs for support are always met
- Develop action plans for escalated customer queries, informing customers of the plans, and keeping customers apprised of progress
- Ensure that Preciums service status is clearly accessible by merchants and that Incident notices are published routinely to subscribers as and when necessary.
- Ensure that support activities and interactions comply with relevant regulations and security standards such as ISO27001/2, PCI DSS, PASA, POPIA, and GDPR.
- Oversee the resolution of technical issues and inquiries from merchants, ensuring timely and satisfactory outcomes in line with internal and external SLAs.
- Work closely with our Payment Ops, Product, Engineering and Customer Operations teams to manage critical situations and incidents proactively and reactively
- Provide assistance to the Payment Operations team on monitoring of transactions troubleshooting
- Troubleshoot bugs and transaction failures
- Provide the team with monthly reporting on support effectiveness, including analysis of support issues; SLA adherence and CSAT score
- Provide and feed back input towards Quality Assurance practices and controls to reduce the number of technical support issues and provide a smoother customer experience.
- Provide requirements and voice of the customer feedback to the Product team
- Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for technical customer support
- Ensure that support documentation, Postman documentation, and the API reference resources are comprehensive, up-to-date, and accessible to both customers and internal team members.
- Continuously level-up in terms of your industry knowledge and your technical knowledge of Preciums products, APIs and integrations
- Meet or exceed operational and customer support experience metrics targets (CSAT score)
- [Over time] Develop and grow a team of Technical Support engineers
- We spell Client with a Capital C: Our Clients are at the heart of Precium. Were driven by empathy, leveraging qualitative and quantitative insights to delight and excite our Clients. We never compromise our Clients trust but rather strive to exceed their expectations and make them win.
- We speak and seek truth and transparency: We say the hard things but always with kindness. We mean what we say (we never mislead) and we actively listen. We prioritise transparency - share information early, document everything. No big reveals.
- We are here to win the match, together: We know well only win the match, together. So, we are determined and tenacious, we train obsessively, we appreciate each others value, we sweat collaboration and ask for help. We hold ourselves and each other accountable. Together, we celebrate our wins and learnings. We put collective success
- We continuously level up: We embrace bravery, curiosity, and ambitionand view mistakes as learning opportunities, not setbacks. We always find a way; there's no challenge too great for us. We commit to continuous learning and improvement.
- We take action: We care about delivering value quickly, choosing incremental progress over perfection. We prioritise outcomes that matter the most, and we own our commitments.
- Opportunity to work with cutting-edge technology and significantly impact the payment industry.
- Flexible and remote working structure.
- Be part of a world-class team with exciting growth opportunities.
- Generous leave policy.
