Product Support Engineer

Job Description

<p><b>Job Summary:</b></p><p>We are seeking a highly skilled Product Support Engineer to provide outstanding support to customers with payment terminal installations, troubleshooting, and technical assistance. The ideal candidate will have a deep understanding of payment systems, be proficient in problem-solving, and excel in customer communication. As a key member of our support team, you will work closely with customers to ensure smooth installation and operation of payment terminals, while efficiently resolving any issues that arise.</p><p><br></p><p><b>Key Responsibilities:</b></p><p><br></p><p><b>Installations & Configurations:</b></p><ul><li>Assist customers with the setup and configuration of payment terminals, ensuring devices are integrated with their systems.</li><li>Troubleshoot and resolve any installation-related issues, including hardware setup and software configurations.</li><li>Provide guidance on optimal usage and best practices to ensure smooth transaction processing.</li></ul><p><br></p><p><b>Technical Support & Troubleshooting:</b></p><ul><li>Offer remote support to customers experiencing technical difficulties with payment terminals.</li><li>Diagnose and resolve issues related to connectivity, device malfunction, software bugs, and transaction errors.</li><li>Collaborate with cross-functional teams (e.g., development, product management) to address escalated technical issues and drive resolutions.</li></ul><p><br></p><p><b>Customer Communication & Documentation:</b></p><ul><li>Serve as the primary point of contact for technical queries, responding promptly and professionally.</li><li>Communicate complex technical concepts in a clear, user-friendly manner.</li><li>Maintain accurate documentation of customer interactions, troubleshooting steps, and resolutions.</li><li>Provide customers with product updates, training materials, and post-installation support.</li></ul><p><br></p><p><b>Problem-Solving & Continuous Improvement:</b></p><ul><li>Demonstrate strong problem-solving skills to identify root causes of issues and implement solutions.</li><li>Contribute to improving the support process, knowledge base, and customer satisfaction by identifying recurring issues and recommending improvements.</li><li>Stay up-to-date with industry trends and emerging technologies related to payment systems and terminal devices.</li></ul><p><br></p><p><b>Required Qualifications:</b></p><ul><li>Proven experience in technical support or customer service, preferably in the payment terminal or point-of-sale (POS) industry.</li><li>Strong knowledge of payment terminal hardware and software, including setup, configuration, and troubleshooting.</li><li>Excellent problem-solving skills and the ability to think critically under pressure.</li><li>Outstanding communication skills, with the ability to explain technical concepts in a simple and clear manner.</li><li>Strong customer service orientation with a passion for delivering a high level of support and satisfaction.</li><li>Ability to work both independently and collaboratively within a team environment.</li><li>Technical proficiency with various operating systems (Windows, Linux, etc.) and network configurations.</li><li>Basic knowledge of payment processing systems, security protocols, and industry standards (PCI compliance).</li><li>Flexible schedule with availability in evenings, and weekends as needed</li></ul>