Support Analyst assisting customers with addressing issues on the Xelix platform. Collaborating with multiple internal functions for effective problem resolution and customer support.
About the role
- Technical Supporter for payment terminals at Wallee Group AG, ensuring efficient payment processing and resolving customer issues. Requires collaboration with technical teams and training customers on terminal usage.
Responsibilities
- Support and troubleshoot physical payment terminals
- Provide specialist support for payment terminals, including hardware and software troubleshooting, installation, and configuration
- Collaborate with specialists to resolve problems
- Act as the main point of contact for customers experiencing issues with payment terminals
- Diagnose and resolve technical issues related to payment processing, including connectivity problems, transaction errors, and hardware malfunctions
- Manage support requests, solutions, and customer interactions in a ticketing system
- Conduct training for customers and staff on the proper use and maintenance of payment terminals
- Work closely with internal teams (e.g., product management, sales, and finance) and external vendors
- Support the planning and execution of beta tests
- Carry out roll-out projects for complex products and features
- Support junior support staff
- Efficiently manage and resolve customer escalations
Requirements
- Degree in Information Technology, Computer Science, or a related field (or equivalent professional experience)
- Minimum of 2 years' experience in technical support, especially 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 skills and interpersonal abilities; ability to convey technical information to non-technical users in English and German (French is an advantage)
- Strong analytical and problem-solving skills, using data logs for decision-making
Benefits
- A modern and secure workplace in the heart of Winterthur with opportunities for personal development
- Become part of an agile, young team and help shape our products with your ideas
- Play a decisive role in product development within a dynamic company and work on international projects with leading firms in the financial sector
- Flexible structures and flat hierarchies
- 4 weeks of remote working per year
- Free coffee, tea, and soft drinks
- Team events and regular social activities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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