Technical Supporter - POS Systems

About the job

Wallee is a leading provider of payment services and technologies, distinguished by innovative solutions for payment processing, appointment management, and electronic commerce. The company offers a wide range of specialized services and products aimed at optimizing and simplifying payment transactions for merchants and businesses.

The technical support specialist for payment terminals provides support and troubleshooting for physical payment terminals. This role is crucial to ensure that payment processing is efficient and secure, meeting customer and business requirements. The specialist works closely with customers, technicians, and vendors to resolve issues, implement solutions, improve the overall performance of payment systems, and support junior supporters.

Advanced problem solving, documentation:

• Ensuring support as a specialist for payment terminals, including hardware and software troubleshooting, installation, and configuration, requiring in-depth knowledge.
• Collaborating with experts for problem resolution.
• Main contact person for customers experiencing issues with payment terminals, delivering timely and effective solutions.
• Diagnosing and resolving technical problems related to payment processing, including connection issues, transaction errors, and hardware malfunctions.
• Managing support requests, solutions, and customer interactions in a ticketing system.

Miscellaneous

• Conducting training for customers and employees on the proper use and maintenance of payment terminals.
• Working closely with internal teams (e.g., product management, sales, and finance) and external vendors to ensure smooth operation of payment terminals.
• Monitoring payment terminals for performance and security issues and initiating preventive measures if necessary.
• Supporting the planning and execution of beta tests, including communication with merchants.
• Carrying out roll-out projects for complex products and features in collaboration with the product team.
• Supporting junior support staff.
• Efficient management and resolution of customer escalations.

What you bring:

• Education: Degree in information technology, computer science, or a related field (or equivalent professional experience).
• Experience: At least 2 years of experience in technical support, especially related to payment processing systems or point-of-sale (POS) technology.
• Technical knowledge: Familiarity with various payment processing software and hardware, network troubleshooting, and security protocols.
• Communication: Strong verbal and written communication skills and social competence; ability to convey technical information to non-technical users in English and German (French is an advantage).
• Problem-solving skills: Strong analytical and problem-solving abilities using data logs for decision-making.

• A modern and secure work environment in the heart of Winterthur with opportunities for personal development
• Become part of an agile, young team and sustainably shape our products with your ideas
• You will play a key role in shaping products in a dynamic company and work on international projects with leading companies in the financial sector.
• Flexible structures and flat hierarchies
• 4 weeks of remote working per year
• Free coffee, tea, and soft drinks
• Team events and regular social activities