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- Tasks: Provide top-notch technical support and enhance customer experience in a dynamic team.
- Company: Join PCI Pal, a leading SaaS provider focused on secure payment solutions.
- Benefits: Enjoy 25 days holiday, flexible working options, and professional development opportunities.
- Why this job: Be part of a team that makes a real impact in the tech industry.
- Qualifications: Experience in technical support, especially in SaaS, with strong problem-solving skills.
- Other info: Work remotely with occasional travel, and enjoy a friendly, supportive work culture.
The predicted salary is between 30000 - 42000 £ per year.
PCI Pal is a leading provider of SaaS solutions that empower companies to take payments securely, adhere to strict industry governance, and remove their business from the significant risks posed by non-compliance and data loss. We are integrated and resold by some of the world’s leading business communications vendors, as well as major payment service providers.
We are currently looking for an experienced customer service or technical support engineer to join our Technical & Partner Support Team in the UK. The successful candidate will report to our Technical & Partner Support Manager to ensure we deliver our services to the highest standards for all of our customers.
You will be responsible for:
- Providing first and second-line support to customers by logging, reviewing and resolving technical queries.
- Tackling more complex faults passed up from our First-line support team.
- Creating documentation to support new and existing services/processes.
- Engaging Partners to lead regular Operation reviews and provide updates on case quality and training needs.
- Managing and actioning alerts that will come in from our different systems across VoIP, Web and Dev Ops.
- Building a knowledge base and improving the resources the team can rely on when assisting our customers.
We want to hear from you if you:
- Have technical support experience (1st line required, 2nd line desirable), with experience in the SaaS industry being a particular interest.
- Have an understanding of any of the following technologies with a presence in troubleshooting: Networking (IPSec VPNs, Routing, QoS), Web Development (API Integrations, CSS, HTML, JSON).
- Are tenacious in your problem-solving and are determined to see issues through to completion and ensure we never make the same mistake twice.
- Can build strong relationships and credibility with customers, Partners and internal teams.
- Are happy to work flexibly to meet project deadlines and customer expectations.
- Are happy to work shift patterns (08:00 – 17:00 and 15:00 – 00:00) and are comfortable with the prospect of these shifts evolving to meet the business in the future.
- Are happy to join an on-call rotation.
In return we offer:
- 25 days holiday, rising to 28 days per annum with length of service.
- Option to either work in our Ipswich office, or from home (or both!).
- An exciting and flexible working environment surrounded by friendly and committed co-workers.
- Training and development opportunities.
- Access to an employee assistance programme and wellbeing support hub.
- Team events.
- Ad-hoc incentives and competitions.
If you have any questions or want to find out more, we’d love to hear from you. Please contact the Recruitment Team at recruitment@pcipal.com.
Technical & Partner Support Engineer employer: PCI Pal
Contact Detail:
PCI Pal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical & Partner Support Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at PCI Pal or similar companies. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding of SaaS solutions. We want to see how you tackle real-world problems, so think of examples from your past experiences that showcase your problem-solving abilities.
✨Tip Number 3
Show us your passion for customer service! During interviews, highlight your experience in providing excellent support and how you've built strong relationships with customers and partners. We love candidates who genuinely care about helping others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team at PCI Pal.
We think you need these skills to ace Technical & Partner Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical & Partner Support Engineer role. Highlight your technical support experience and any relevant skills, especially in SaaS and troubleshooting technologies. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your problem-solving skills can help us deliver top-notch support. Keep it engaging and personal – we love a bit of personality!
Showcase Your Problem-Solving Skills: In your application, don’t forget to include examples of how you've tackled complex issues in the past. We’re looking for someone who’s tenacious and determined, so share those success stories that demonstrate your skills!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at PCI Pal
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around networking, web development, and SaaS solutions. Be ready to discuss specific technologies like IPSec VPNs or API integrations, as this will show your understanding of the role and impress the interviewers.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in previous roles. Think about times when you resolved a tricky technical query or improved a process. This will demonstrate your tenacity and ability to see problems through to completion.
✨Build Rapport with Interviewers
Remember, it's not just about your skills; it's also about how well you connect with others. Practice building rapport by engaging in friendly conversation and showing genuine interest in the company and its mission. This can make a big difference in how you're perceived.
✨Be Ready for Shift Patterns
Since the role involves working flexible hours, be prepared to discuss your availability and willingness to adapt to shift patterns. Showing that you're open to this will reflect positively on your commitment to meeting customer expectations.
