paygate

Support Engineer

• Manage customer enquiries from initial contact through to resolution, ensuring timely communication, accurate case management and a consistently high standard of customer service
• Investigate and resolve service calls and incidents, documenting the steps taken and resolutions identified to facilitate training and continuous improvement of our processes and products
• Work closely with the Development and QA teams to investigate and provide resolutions to software defects, providing feedback and improvement suggestions
• Take responsibility for the ownership of your own workload and be willing to be flexible to help others with their workload when required
• Drive continuous improvement by identifying opportunities to enhance products, services and ways of working, providing customer feedback on product usability and functionality, contributing to knowledge management, root cause analysis and the adoption of AI-enabled service delivery
• Provide out-of-hours customer support as required and where agreed in advance
• Contribute to the creation and maintenance of internal and external facing collateral, such as knowledge base articles and videos, as well as Root Cause Analysis documentation
• Deliver manual Bacs bureau processing activities as may be required to support existing customers – reviewing processes and policies to ensure a high degree of efficiency, security, and customer experience

Customer Support Technical Specialist