Responsibilities

Customer Support:
  • Ensure a high level of support is provided to all clients.
  • Point of contact for clients (merchants, partners and bank representatives).
  • Work on activities ranging from new client boarding and set up, advising on using basic and advanced features of the system.
  • Analysis of merchant’s issues and problem-solving via telephone and Ticketing System.
  • Troubleshooting technical issues, answering questions about transactions, as well as solving various customers’ issues in an efficient and timely manner.
  • Be comfortable working with integrations and server logs and help identify issues.
Manage the Support Team:
  • Responsible for training of new staff including mentoring, ensuring they have accurate information and knowledge of company products and procedures.
  • Responsible for the Probation/ Performance Management review of the Support Team.
Support process:
  • Responsible for developing best practice procedures for support processes.
Internal communications:
  • Communicate on a daily basis with internal and external departments such as Sales, Development Team, Merchant Banks and Chief Operation Officer in order to resolve customer’s issues and queries.
  • Participate in weekly/monthly team meetings to discuss ongoing customer’s issues and find the best way to resolve it.

Experience & Skills Required:

  • Qualification in Business Administration or Computer related field
  • 2 years of relevant experience
  • Excellent analytical and problem-solving skills to get issues resolved quickly
  • The desire to achieve the highest levels of client satisfaction
  • Creativity with an enthusiastic desire and ability to learn and rapidly apply that information
  • Excellent written communication skills, always clear and concise, and grammatically correct
  • Ability to take requests from a variety of sources, effectively prioritize them, and publish a plan for efficient support
  • Goal oriented and ability to work independently
  • Excellent IT skills

Bonus Experience:

  • Working with a CRM & Ticket Management System
  • Experience within the Payments industry
  • HTML, CSS and JavaScript
  • Good Knowledge of XML, REST, JSON, PHP and basic Java

 

If you are interested, contact us at careers@worldnettps.com or 01 524 1099 today!