remote
Tier 3 Customer Experience Technical Support Specialist - SumUp
Software Engineer
Seeking a Tier 3 Technical Support Specialist to resolve complex customer issues for payment and point-of-sale solutions. Focus on ensuring swift and effective problem resolution.
About the role
Key Responsibilities
- Investigate and resolve complex technical issues reported by merchants.
- Provide expert-level support for payment, point-of-sale, kiosk, and loyalty solutions.
- Collaborate with engineering and product teams to identify root causes and implement solutions.
- Document technical solutions and contribute to the knowledge base.
- Ensure timely and effective resolution of escalated customer inquiries.
- Maintain high standards of customer satisfaction through efficient problem-solving.
Requirements
- Proven experience in Tier 3 technical support or a similar advanced support role.
- Strong understanding of payment processing systems and point-of-sale technology.
- Excellent analytical and troubleshooting skills for complex technical problems.
- Ability to communicate technical information clearly to both technical and non-technical audiences.
- Experience with customer relationship management (CRM) tools is a plus.