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Aquiring Product Technical Support

Gauteng , R30000 - R30000 Per Month
Sector: IT / Computers / Software
Posted: Wednesday, 20 April 2022





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Job Details

SPECIFICATION

A merchant services provider who provides cost-effective point-of-sale (POS) terminals and fast processing times, is looking for an Acquiring Product Technical Support person who will be responsible for 2nd line support of business in terms of Postilion, POS hardware and transactional queries.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

Technical Support

  • 2nd Level Technical Support issues that cannot be resolved by the business
  • Provide technical assistance to Field Service Technicians, Sales, Fraud, Merchant Services.
  • Routing and troubleshooting transactions.

Hardware & software support

  • Knowledge of device communications errors, device error messages and possible resolutions for these errors.
  • Liaise with communications service providers if there is a high volume of calls indicating communication failures to determine root cause of these failures.
  • Knowledge of software versions for various devices, and typical problems when incorrect software is made available to merchants.
  • Support Field Service Technicians with queries ranging from: Modifying comms profiles, Terminal problems, e.g. If a manual PAN(card number) entry is allowed or not. Requests to change merchant details (refer the Field Service Technician to Merchant Services if need be). This could include settlement time, etc.
  • Bin Management and troubleshooting.
  • Transaction query management.

Problem solving

  • Ability to analyse POS and Postilion related problems.
  • Take ownership for finding solutions to problems and to train staff.
  • Ability to bring resources together, troubleshoot and resolve known issues.
  • Apply Card Acquiring knowledge with knowledge of systems and product to solve problems.

REQUIREMENTS

  • Grade 12 Certificate
  • Must be proficient in Excel
  • At least 2-3 year’s mandatory experience in 2nd line support is required.
  • Card Payment industry
  • Knowledge of Postilion or any other related Switch background.
  • POS hardware i.e., VeriFone, Pax
  • Knowledge of CRM such workflows, client online portals, user access and user rights.
  • Terminal management systems

Technical competencies:

  • Analytical Skills: Work with large amounts of data and extract what is relevant to the business.
  • Able to see trends and spot discrepancies
  • Sound Computer literacy: able to work with a word processor, spreadsheets, use the internet
  • Sound numeric skills
  • Attention to detail

Work Behaviours and Attitudes:

  • Able to work independently as well as a member of a team
  • Actively seeks feedback, able to withstand criticism and use constructive criticism to improve
  • Highly professional, high personal standards, able to produce work of a high quality
  • Shows initiative
  • Willingness to go beyond the call of duty