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- Tasks: Provide top-notch technical support to merchants and partners via email and phone.
- Company: Join a dynamic team in Belfast focused on empowering merchants in credit card processing.
- Benefits: Enjoy remote work, bonuses, and a monthly broadband allowance.
- Why this job: Be part of a collaborative environment where your success drives merchant success.
- Qualifications: Passion for tech support, strong communication skills, and attention to detail required.
- Other info: Evening shifts from 2pm to 10pm, with one Saturday shift per month.
The predicted salary is between 21600 - 28800 £ per year.
Brook Street Recruitment is working on behalf of our client in Belfast who is looking to recruit a home working Technical Support Agent - evening shifts.
Job Purpose
This role is to provide exceptional service to merchants, partners, and resellers. The merchants and partners will call into the call centre, seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximise their revenue potential. You have an understanding that our merchants' success is also our success. Being able to work in a collaborative and highly motivated environment is critical. The Technical Support Specialist will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service the company provides. They will have a high-level knowledge of all terminals and are responsible for training, assisting, and escalating to proper parties when needed.
Duties and Responsibilities
- Provide client support via email and telephone
- Process all technical enquiries, orders, and general administration timely and accurately
- Coach customers to be product experts so they become increasingly self-sufficient
- Taking the appropriate action to ensure customer expectations are fully delivered
- Liaising with internal teams as required
- Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager
Qualifications
- Prior experience where you can demonstrate your passion for Technical support
- Be able to work on own initiative as well as part of a team
- Strong written and oral communication skills
- Effective administration, planning and organisation skills with strong attention to detail and accuracy
- Ability to work in a fast-paced environment to provide top level customer support
- Be computer literate (Word, Excel, Microsoft Outlook)
Role will involve home working shifts between 2pm and 10pm Monday to Friday - There will be a requirement to work one Saturday per month. Salary will start on £27k per annum. There are benefits such as twice-yearly bonuses - you will also get paid £60 per month to cover the cost of your broadband for working from home.
Please send CV to Colleen Farquharson via the apply link.
Tech Support Agent employer: Virtual Bridges
Contact Detail:
Virtual Bridges Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Support Agent
✨Tip Number 1
Familiarise yourself with the common technical issues related to credit card and ACH processing. Understanding these challenges will help you demonstrate your expertise during interviews and show that you're ready to provide effective support.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Being able to explain complex concepts in simple terms is crucial for a Tech Support Agent, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Research the company and its products thoroughly. Knowing their services and how they benefit merchants will allow you to align your answers with their goals and demonstrate your commitment to their success.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Tech Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support. Emphasise any previous roles where you provided customer service or technical assistance, especially in a fast-paced environment.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technical support. Mention specific examples of how you've helped customers in the past and how you can contribute to the success of the merchants and partners.
Highlight Communication Skills: Since strong written and oral communication skills are crucial for this role, provide examples in your application that demonstrate your ability to communicate effectively with clients and team members.
Showcase Problem-Solving Abilities: In your application, include instances where you've successfully resolved technical issues or improved processes. This will show your potential employer that you can handle the challenges of the role.
How to prepare for a job interview at Virtual Bridges
✨Show Your Technical Knowledge
Make sure to brush up on your technical skills and knowledge related to credit card processing and terminal operations. Be prepared to discuss specific technologies or systems you've worked with in the past, as this will demonstrate your capability to handle the role effectively.
✨Demonstrate Customer Service Skills
Since the role involves providing exceptional service, be ready to share examples of how you've successfully resolved customer issues in previous positions. Highlight your ability to communicate clearly and empathetically, as this is crucial for a Tech Support Agent.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about common technical issues that merchants might encounter and how you would approach solving them. This will show your problem-solving skills and your proactive attitude towards customer support.
✨Emphasise Team Collaboration
The job requires working in a collaborative environment, so be sure to mention any experiences where you've successfully worked as part of a team. Discuss how you can contribute to a positive team dynamic and support your colleagues in delivering excellent service.
