Technical Support Specialist

Technical Support Specialist

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device.

Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services. To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com's value proposition.

Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.

The Role

As a Technical Support Specialist, you'll facilitate AI-driven tools to provide top-notch customer service, resolve technical issues, and be the trusted partner for customers navigating POS related challenges, ensuring seamless integration and support.

Responsibilities

• Serve as a distinguished Viva.com ambassador, acting as the second-level point of contact for technical issues of our customers.
• Act as the escalation point for the first-level support team, ensuring an efficient and seamless resolution process.
• Deliver superior customer satisfaction by researching and responding to customer communications in a professional manner, providing quick, accurate, and honest information.
• Build trust with customers by offering the most suitable solutions to address their E-Commerce related issues, becoming their trusted partner.
• Troubleshoot a variety of technical components including POS devices, software applications, ECR Integrations, and various card-present payment processing integrations.
• Diagnose and resolve problems using documented procedures, checklists and AI-driven systems, showcasing proficiency in technical issue resolution.
• Work towards achieving predefined qualitative and quantitative targets to ensure consistent and exemplary support services.
• Demonstrate a comprehensive understanding of technical procedures and employ exceptional communication and problem-solving skills to enhance customer experience.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.