About Teamified:

Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka. We pride ourselves with hiring great teams to work on exciting game changing technology.

Teamified currently has 200+ engineers, testers, product managers etc. working across 20+ partners. We focus on uplifting the way organizations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. 

In addition to this, we are building our own technology product offerings. We strive to deliver the best outcomes for our customers, our partners and our people.

Client Summary:


Our client is a leading full-service payments and technology provider, driven by in-house research and development, product innovation and enhanced data security.

Our client helps to streamline their clients’ cash management and reporting processes with their suite of solutions that are designed to deliver significant time and cost savings. With over 20 years industry experience our client leads the way in providing secure payments and technology solutions tailored for hospitality, gaming, retail and financial industries. Their products are world class yet developed with a localised lens and expertise, ensuring they are relevant for their respective jurisdictions. Trusted by over 4,500 businesses, their commitment to compliance, integrity, and support for their clients is unwavering. With our accessible 24/7 local support team, their clients can speak with real humans who understand their needs and provide timely assistance. Plus, their dedicated Business Development Managers provide personalised support at every stage, ensuring peace of mind, secure and purpose-built solutions.

Role:

As the SaaS Support Specialist, you will be responsible for ensuring that clients using our clients digital products & terminals are satisfied with their services. Working closely with various departments, external vendors and providers, you will be managing 3rd level escalated issues.

Reviewing and assisting with service level improvements for customer support process life cycle – on-boarding, support, escalations, product enhancements and training through to business-as-usual support.

Responsibilities:

● Providing L3 escalated support and guidance to L1/L2 Technical Support

and clients on the use of Next Digital products.

● Analysing customer data to identify and address any pain points or areas

for improvement with Next Digital products and support.

● Developing and implementing customer support processes and growth

strategies around Next Digital product.

● Collaborating with external vendors, other departments, level 1 and 2

technical support, and product development, to improve the customer

experience.

● Assisting and providing feedback to Product Manager on industry trends

and regulatory changes affecting Next Digital products.

● Keep working with stakeholders for the maintenance and improvement of

the Next Digital products.

● Oversight for test and release management processes for third party

software.

● Escalation points for resolution of third-party hardware/software for the

Next Digital products.

● Reporting on key product support metrics, including third-party production

issues, and customer support feedback to senior management and

escalation processes.

● Generate trust and credibility at multiple levels in existing accounts after

purchase and through the sales cycle of Next Digital products.

● Assist the technical support teams by reviewing support processes,

escalations, maintaining and documenting any new processes for BAU.

● Holding product demonstrations, training and knowledge share when

required and being a SME.

Key Accountabilities:

● Responsible for providing 3rd level support to customers and guiding them

through escalated issues (hardware and Software), on-boarding support (pre

and post install) and product enhancement request.

● Assist the level 1 and 2 Technical Support team in providing customer support by providing technical problem-solving skills and knowledge to escalated issues.

● Become a Next Digital products expert and trusted advisor to customers.

● Collaborate with Technical Support Team, Deployments Team and

Product specialists to ensure a successful onboarding and integration.

● Develop strong relationships and collaborate with Sales Executives,

Customer Success, Technical Support, SysOps, Product Managers,

Development Team to ensure customers have an optimal experience and

achieve their desired outcomes with requested support.

● Partner closely with the External Vendors/Suppliers to drive device and

software platform innovation, develop internal support and escalation

workflows and provide strategic onboarding automation and optimisation

recommendations.

● Exceptional troubleshooting and problem-solving skills, including a

proven history of rapidly learning complex processes and technologies.

● Function as a customer advocate and provide internal feedback on how

Next Digital products can better service our customers.

● Able to work well both within a team environment and autonomously.

● Strong communication skills (both written and verbal), negotiation and

interpersonal skills.

● Strong task management and multi-tasking skills.

● High level of organisational, coordination and prioritisation skills.

● Strong ability to transfer information, skills, and knowledge to other staff

members.

● Customer service orientated.

● Committed towards undertaking duties efficiently, using initiative and a strong attention to detail.

● Personal presentation suitable for the position.

● Ensure adherence to our Information Security policies, procedures and

standards and proactively report risks.

● Awareness of and ability to work in accordance with Company Policies and Procedures especially Work Health and Safety.

Key Relationships

Internal:

○ Accounts

○ Legal and Compliance

○ Sales

○ Operations

○ Help Desk

○ Product Managers

○ SysOps

External:

○ Cuscal

○ Verifone

○ MX51

○ POS Providers

○ Gaming Providers

Knowledge and Experience:

● Proven experience with card acquiring POS vendors and/or payment

products.

● Experience with any of the following an advantage:

● EFTPOS terminal management

● eCommerce solutions

Critical Competencies:

● Ability to build strong relationships both inside and outside the organisation.

● Excellent written and verbal communication skills.

● Ability to effectively work with all levels of staff.

● Excellent attention to detail and ability to multitask.

● Ability to work independently under minimal supervision.

● Confidence in having difficult conversations with clients.

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!