Hybrid Technical Support Specialist

at Wallee Group

• Job title: Technical Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: €1,700 - €3,000 per month
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Vilnius, Lithuania

About the role

• Technical Support Specialist providing support for payment terminal systems with a focus on troubleshooting and training. Collaborating with clients and internal teams for effective issue resolution.

Responsibilities

• Provide advanced-level support for payment terminals, including hardware and software troubleshooting, installation, and configuration that require in-depth knowledge.
• Collaborate with Experts for problem resolution.
• Act as the primary point of contact for key-clients experiencing issues with payment terminals, providing timely and effective solutions.
• Diagnose and resolve technical issues related to payment processing, including connectivity issues, transaction errors, and hardware malfunctions.
• Conduct training sessions for clients and employees on the proper use and maintenance of payment terminals.
• Work closely with internal teams (e.g., product management, sales, and finance) and external vendors to ensure smooth operations of payment terminal systems.
• Mentor Junior support agents.
• Manage and resolve customer escalations effectively.

Requirements

• Strong Team Player with high social competence.
• Ability to communicate technical information in a clear and understandable manner.
• Active listening skills.
• Customer centric mindset.
• High reliability with regard to customer expectations.
• Technical education in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 2+ years of experience in technical support, specifically related to payment processing systems or point-of-sale (POS) technology.
• Familiarity with various payment processing software and hardware, network troubleshooting, and security protocols.
• Strong verbal and written communication and social skills; ability to convey technical information to non-technical users in English (nice to have German language skills).
• Strong analytical and problem-solving abilities by using data logs for decision-making.

Benefits

• Competitive Salary: Based on your experience and qualifications, you can expect to earn a gross monthly salary of EUR 1700–3000.
• Flexible Work Schedule: Benefit from flexible working hours and hybrid work options that promote a healthy work–life balance.
• Modern Workspace: Work in a state-of-the-art office in the vibrant heart of Vilnius, complete with free drinks, tasty snacks, and delicious coffee.
• Innovative Team Culture: Join a supportive, collaborative, and forward-thinking team that values continuous improvement, creativity, and regular team events that bring everyone together.
• Innovative Projects & Continuous Improvement: At wallee, our team drives innovation by continuously enhancing existing modules and exploring groundbreaking technologies.
• Autonomy & Creative Freedom: We like innovative ideas, and creative ways to find solutions.