ZigZag is looking for a Technical Support Specialist to join our team!

About the role

Role Overview

As a Technical Support Specialist , you will be the first point of contact for our customers and staff seeking technical assistance with our products and services. Your primary responsibility will be to provide high-quality email-based support, managing customer cases efficiently and ensuring timely resolution of issues. You will leverage ticketing tools to document, track, and escalate inquiries while troubleshooting a range of technical challenges related to our client's payment solutions.

This role requires strong technical problem-solving skills, the ability to communicate complex technical concepts clearly, and a customer-first mindset. Empathy is key, as you will work closely with both internal teams and external customers to ensure a seamless support experience. 

By collaborating with engineering, product, and operations teams, you will help drive continuous improvements in service delivery and customer satisfaction.

Business Overview

Our client is a prominent Australian FinTech payment service provider with over a decade of experience in servicing B2B merchants.

They specialise in providing connectivity to multiple Australian payment rails and account-to-account real-time payments, including BPAY, PayID, and PayTo. 

We aim to empower businesses to simplify their intricate payments workflows by facilitating seamless automation and reconciliation through robust payment APIs.

Key Responsibilities

• Provide first-line technical support to customers via email/ticket, balancing empathy with fact finding, troubleshooting, and resolution.
• Diagnose and troubleshoot complex technical issues.
• Guide customers through step-by-step solutions and escalate complex issues as necessary.
• Exhibit strong end-to-end ownership of customer issues and adherence to SLAs, even when assigned to other internal stakeholders.
• Provide training and resources to customers for self-service support.
• Assist with technical customer onboarding processes.
• Document customer interactions, issues, and resolutions in the ticket management system.
• Collaborate with internal teams (engineering, account managers, etc.) to identify and resolve technical issues, provide customer insights and trends, and help inform business opportunities.
• Identify and escalate potential risks, trends, or emerging issues.
• Monitor, manage, and report on ongoing incidents.
• Identify trends in customer issues and contribute to product/service improvements.
• Meet and exceed individual and team KPIs and SLAs.
• Proactively identify, analyse, and improve upon existing manual business processes, and identify opportunities for automation.
• Contribute to documentation and knowledge sharing.

Experience

• Extensive experience with API integrations.
• Software development domain knowledge, and ability to clearly communicate with software developers about complex issues.
• 1-3 years in a technical service desk, performing internal or external support tasks.
• Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings.
• Understanding of ticket management platforms (eg. Zendesk, Salesforce, FreshDesk, etc) and how to prioritise, track, and manage work using these tools.
• Strong communication with internal and external customers and stakeholders.
• Good to have: Knowledge or experience with the ITIL Service Management (Service Desk) framework.

Qualifications

• Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience).
• Relevant certifications.

Qualities

• Resourceful, proactive, flexible, and comfortable working in a fast-paced environment.
• Robust written and verbal communication skills, with both high- and low-tech stakeholders.
• Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary.
• Ability to define problem statements before jumping into solution mode.
• Ability to multitask and perform effectively under pressure.
• Ability to communicate effectively with customers of differing technical ability, and know how to adjust language to suit.
• Be a fast-learner and easily adapt to new ways of working.
• Ability to interpret data and patterns discovered in it, problem solving skills
• Ability to work effectively remotely— autonomously, or as part of functional or cross-functional teams.