Technical Support Specialist - Manila

Company: Oolio

We seek a passionate and proactive Technical Support Specialist to join our dynamic team. If you have a keen interest in payment technologies, excellent troubleshooting skills, and a commitment to customer satisfaction, we want to hear from you!

This role requires a solid understanding of payment systems, networking, and excellent communication skills.

Key Responsibilities:

• Customer Support: Respond promptly and professionally to incoming calls, emails, and chat messages from merchants and POS partners, addressing and resolving technical issues related to POS terminals, Payments Dashboards, and more.
• Troubleshooting & Issue Resolution: Diagnose and resolve POS terminal setup issues, terminal functionality, and payment-related problems.
• Ticketing & Documentation: Use our ticketing system to track, document, and escalate issues when needed, ensuring all cases are handled efficiently.
• POS Integration Support: Assist with POS integration queries and provide guidance to customers on configuration and connectivity.
• EFTPOS Activation Support: Guide customers through the EFTPOS activation process, ensuring successful setup.
• Terminal Offboarding: Manage the offboarding process for POS terminals, including deactivating devices, ensuring proper return procedures, and resolving any associated issues.
• Knowledge Sharing: Collaborate with team members to share knowledge, solve complex issues, and improve support outcomes.
• Risk & Compliance: Uphold and contribute to the company's risk culture by complying with policies, completing mandatory training, and identifying and managing risks.
• Payout Reconciliation: Assist with payout reconciliation tasks as required.
• Feedback to Engineering: Provide feedback from customers to our engineering team to improve our products and align them with market needs and expectations.
• Support Documentation: Contribute to the development and maintenance of support documentation, FAQs, and troubleshooting guides to help customers self-serve.

Key Requirements:

• Basic Understanding of Payment Terminals: Familiarity with POS terminals and their setup and operation.
• Networking Knowledge: Good understanding of Wi-Fi, TCP/IP, and basic networking concepts.
• POS Integration Experience with or knowledge of POS system integrations is a plus.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical issues in a clear, customer-friendly manner.
• Problem Solving: Strong troubleshooting and problem-solving abilities.
• Team-Oriented: Ability to work well in a collaborative environment and share knowledge to help others.
• Attention to Detail: A meticulous approach to documenting technical issues, resolutions, and customer interactions.
• Experience in Technical Support (Preferred): Prior experience in a technical support role, ideally within payment systems or similar industries.

What we offer

At Bepoz we are committed to the professional development and well-being of our employees. We offer competitive remuneration, opportunities for career advancement, and a supportive and collaborative work environment.