Customer support engineer

Centurion, Gauteng

R 400000 ZA Per annum

Centurion, South Africa | Posted on 03/25/2024 We are a proudly South African-based company that provides fast and secure payment processing solutions to businesses and financial institutions across 17 countries in Africa. As a one-stop, omnichannel payment solutions partner, Ecentric brings businesses the very best payment processing software & services for in-person payments, online payments, as well as for efficient back-office administration and reconciliation. Launched in 1998, Ecentric is characterised by innovation and a strong culture of excellence. Twenty-five years ago, the founders identified the need for a payments partner that serves more than one retailer, across more than one payment channel. Fast forward to today, Ecentric now processes 20% of South Africa’s card transactions (trusted by two thirds of South Africa’s leading retailers), we bring credibility built on quality and serves as a payments partner to 65% of JSElisted retailers - serving their in-store, online, mobile and omnichannel payments requirements. Job Description Position Overview Ecentric's Customer Support Engineer reports directly to Head of Engineering. The successfulcandidate will play a crucial role in delivering top-tier support to our valued customers across our entire product range, encompassing both hardware and software. This role presents an opportunity to leverage your expertise and deliver superior customer support, contribute to product enhancements, and ensure seamless integration of Instore Payment solutions, ultimately enhancing customer satisfaction and loyalty. We are looking forindividuals who can bring fresh perspectives and innovativesolutions to the table, while also collaborating effectively withcolleagues across departments. If you're ready to embark on achallenging yet rewarding journey with us, we invite you to explore the details of this position further. Join us inshaping Ecentric's future, as we strive towards our sharedgoals to be the Payment Service Provider (PSP) ofchoice.  Roles and Responsibilities Key responsibilities include testing products before release, managing production devices and systems, and enhancing overall customer satisfaction. Customer Support: Provide first-level support to customers and partners for hardware, software, and backend platforms. Resolve technical issues related to Instore Payment apps, processes, and infrastructure in a help desk environment. Guide clients through troubleshooting steps via phone, email, or chat until technical issues are resolved. Collaborate with the Instore Payment development team to prioritize and resolve escalated issues. Ensure accurate and timely feedback to customers and maintain proper documentation of all support interactions. Utilize internal and external resources to deliver effective technical solutions and log all issues into the Service Desk. Assist clients and developers with device support and integration queries. Monitor transaction logs to identify and address potential issues impacting transactions. Proactively identify opportunities for product and service improvements to enhance the customer experience. Support the Sales team with technical inquiries and solutions related to Instore Payment applications and infrastructure. Assist clients with API integration and coordinate proof of concepts as needed. Provide on-site assistance for issue resolution and software/hardware installations. Reporting and Monitoring: Log development tickets on Fresh Desk and report trends negatively impacting the client experience to Sales. Ensure monitoring systems are operational and utilize them to monitor transactions and connections. Identify potential improvements to Instore Payment products to enhance customer satisfaction and support processes.  We kindlyrequest that applications are done through our Career Portal only: www.ecentric.co.za   Requirements Wekindly request applicants to carefully note the required skills,competencies, and education levels outlined in the jobdescription. Yourattention to this requirement is appreciated and will ensure amore efficient and accurate evaluation of your candidacy. Qualification and Certification:  (limited toprofessional and relevant experience as specified in the job addetails) Critical: Gr 12 Qualification Advantageous: Bachelor’s degree or equivalent in computer science, electrical engineering, or a related field. Years of Experience Minimum: Technical training and minimum 3 years’ experience in support and help desk environments. Maximum: Technical training and maximum of 5 years’ experience in support and help desk environments. Professional Expertise Critical:  Proficient in hardware and software troubleshooting. Understanding of the Android Operating System preferred; SQL experience helpful. Up-to-date knowledge of IT and software trends. Strong customer service orientation with excellent communication and organizational skills. Ability to collaborate effectively and manage multiple projects simultaneously. Familiarity with management portals and strong problem-solving abilities. Advantageous:  Experience working in the Fin Tech / Banking / Finance Industry We kindlyrequest that all applicants complete the SAPIA assessment, whichwill be emailed immediately after submission of the application,within the next 3 days to ensure consideration of your jobapplication. We appreciateyour prompt attention to this requirement and eagerly anticipate reviewing your complete application. Our Culture & Philosophy We go beyond being just an employer - we are a long-term career growth partner in South Africa's payments industry. Here, we unleash our employees’ potential, embrace innovation, and shape the future of the payments industry. As such, we are committed to providing a comprehensive and competitive benefits package designed to support our employee's well-being, foster personal and professional growth, and enhance their overall quality of life. Our employee benefits program is tailored to meet the diverse needs of our workforce, recognizing that each individual plays a vital role in driving our company forward. From retirement planning to professional development and work-life balance initiatives, Ecentric is dedicated to empowering our employees to thrive both inside and outside the workplace. We understand that happy, healthy employees are the key to a thriving organization, and our benefits program reflects our ongoing commitment to supporting our most valuable asset – our people.

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