Support Engineer at Zinc providing tech support for user issues. Collaborating with Customer Success and Engineering teams to resolve bugs and improve processes.
About the role
- Technical Support Specialist providing support for payment terminals at Wallee Group AG. Collaborating with internal teams and clients for optimal transaction processing and solutions.
Responsibilities
- Provide support as a specialist for payment terminals, including hardware and software troubleshooting, installation, and configuration
- Collaborate with experts to resolve issues
- Serve as the primary point of contact for customers experiencing payment terminal issues, delivering timely and effective solutions
- Diagnose and resolve technical issues related to payment processing, including connectivity problems, transaction errors, and hardware malfunctions
- Manage support requests, resolutions, 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 to ensure smooth operation of payment terminals
- Monitor payment terminals for performance and security issues and initiate preventive measures when necessary
- Support planning and execution of beta tests, including communication with merchants
- Execute roll-out projects for complex products and features in collaboration with the product team
- Provide support and mentoring to junior support staff
- Efficiently manage and resolve customer escalations
Requirements
- Degree in Information Technology, Computer Science, or a related field (or equivalent professional experience)
- At least 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 skills and interpersonal abilities; capable of conveying technical information to non-technical users in English and German (French a plus)
- Strong analytical and problem-solving skills, using data and logs to drive decision-making.
Benefits
- A modern and secure workplace in the heart of Winterthur with opportunities for personal development
- Join an agile, young team and help shape our products with your ideas
- Play a key role in shaping products in 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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