Customer Support Engineer

Job Specification:

Purpose of the position

The purpose of the job is to provide Ecentric customers with first class support across all products (hardware and software) including:

• Ensuring customers and partners receive a professional and prompt response to any support issues across all Ecentric products
  
• Providing a single point of contact for customers and partners as well as Ecentric engineers for support issues
  
• Ensuring that all products and updates received from Ecentric are tested before being released to the production environment
  
• Managing maintaining and improving production devices applications and systems
  
• Ensuring customer satisfaction with our products and services.
  

Duties and Responsibilities:

Customer Support

• Provide 1st level support to customers and partners for the full solution including:
  

• Hardware and accessories
  
• Mobile environment applications provided (currently payment application Android ROM launcher and updater)
  
• Backend platform (currently including transaction server admin portal merchant portal and developer portal)
  
• Integration with POS apps via provided APIs
  

• Assist clients with the resolution of technical issues relating to the Instore Payment apps processes and infrastructure in a help desk environment.
  
• Ask clients targeted questions to quickly understand the root of the problem
  
• Talk clients through a series of actions either via phone email or chat until they have solved a technical issue
  
• Engage with the Instore Payment development team to assist with prioritization of issues and address any questions by escalating unresolved issues to appropriate internal team leads.
  
• Provide prompt and accurate feedback to customers
  
• Refer to internal database or external resources to provide accurate tech solutions
  
• Ensure all issues are properly logged into the Service Desk.
  
• A good understanding of the Ecentric products will be required including all devices advertised offerings e.g. Debonairs warranty extension RMA and repairs work to address client queries.
  
• Provide device support to clients and developers alike. e.g. how to manage Sunmi portals in production
  
• Assist 3rd Party developers with queries or bugs related to integration.
  
• Access transaction logs from the presentation server in order to identify timeouts and other issues that potentially impacts transactions.
  
• Actively identify opportunities to improve products and services in order to improve the customer experience.
  

Customer Engagement

• Assist Sales team with technical queries or tasks related to the Instore Payment applications technical solution and infrastructure.
  
• Assist Sales team with technical solutions to problems a client may have integrating into the Instore Payment Environment.
  
• Assist new and existing clients with API integration. An understanding of the API documentation and how it works is a requirement.
  
• Assist the Sales team with coordinating proof of concepts when required.
  
• Assist clients on site when required to either fix an issue install software and or hardware.
  

Reporting and Monitoring

• Log any development tickets on FreshDesk
  
• Report on trends to Sales that negatively impact the client experience.
  
• Ensure monitoring systems are up and running. New Relic is a monitoring service that runs on all Instore Payment environments except Innervation.
  
• Utilize the systems provided to monitor transactions and connections between switches on all integrated environments.
  
• Identifying potential improvements to Instore Payment products that will benefit customers directly or improve the support process.
  

Requirements

Education and Experience

• Matric Qualification
  
• A bachelor s or equivalent qualification in computer science electrical engineering or a related field.
  
• Technical training and at least 3 years experience in support and helpdesk environments.
  

Skills and Behavioral Competencies

• Indepth knowledge of hardware and software.
  
• Understanding of the Android Operating system would be good
  
• SQL experience is helpful
  
• Uptodate knowledge of the latest IT and software trends.
  
• Strong customer service ethos.
  
• Ability to work well with people.
  
• Strong communications skills.
  
• Excellent organizational skills.
  
• Good understanding of management portals.
  
• Ability to work on multiple projects at the same time.
  
• Welldeveloped conceptual analytical and problemsolving skills
  

Benefits

• Funeral Benefit
  
• Death Benefit
  
• Dread Disease Cover
  
• Disability Cover
  
• Pension fund