Technical Support Specialist

Company: Oolio

About Us: At Oolio, we are dedicated to providing innovative payment solutions to businesses across Australia. We offer a range of services that empower our merchants to streamline their payment processes, from EFTPOS terminals to advanced POS integrations. 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

Position Overview: As a Technical Support Specialist, you will be the first point of contact for our merchants and POS partners seeking assistance with our payment terminals and related services. You will troubleshoot and resolve a variety of technical issues, provide product guidance, and ensure customers have a seamless experience with our solutions. This role requires a solid understanding of payment systems, networking, and excellent communication skills.

Key Responsibilities:

• Technical Support & Troubleshooting:Diagnosing and resolving complex technical issues related to products and services. Providing efficient and effective solutions to ensure minimal disruption for customers.
• Product Knowledge & Expertise:Leveraging in-depth knowledge of products, systems, and technologies to provide technical guidance and support. Assisting customers with system configuration, setup, and optimization.
• System Integration Support:Assisting customers with integration-related queries and ensuring seamless system connectivity and functionality, including troubleshooting technical concerns as needed.
• Collaboration & Knowledge Sharing:Collaborating with cross-functional teams, including engineering and product management, to resolve recurring technical issues and contribute to the continuous improvement of product offerings.
• Documentation & Issue Tracking:Accurately documenting technical issues, resolutions, and customer interactions in the company's CRM and ticketing system. Ensuring detailed and thorough records are maintained for future reference and continuous improvement.
• Customer Advocacy:Acting as a technical advocate for customers, ensuring their concerns are addressed and helping to drive product enhancements based on feedback and recurring technical issues.

Key Requirements:

• Experience: 1-2 years of experience in technical support or IT-related roles, with a focus on troubleshooting and resolving technical issues. Experience with POS systems, payment systems, or related technologies is highly preferred.
• Technical Skills: Strong understanding of POS systems, payment processing technologies, and basic networking concepts. Experience with system integrations and troubleshooting tools is a plus.
• Problem Solving: Strong analytical and problem-solving skills, with the ability to identify and resolve technical issues quickly and efficiently.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly explain technical concepts and solutions in simple, customer-friendly terms.
• Collaboration: Ability to collaborate with cross-functional teams, including engineering, product management, and customer service, to resolve technical challenges and improve product offerings.
• Attention to Detail: Detail-oriented with the ability to document and track technical issues accurately for follow-up and resolution.

What we offer

At Oolio Group 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.