
Client Facing Technical Expert
5 days ago
This is an exciting opportunity to work as a Technical Support Specialist. As the first line of technical support and deployment for various products, you will play a vital role in ensuring a stable and seamless experience for our users.
">Key Responsibilities- Act as the primary point of contact for client inquiries and technical issues via phone, email, chat, or remote access tools.
- Provide timely troubleshooting for a wide range of hardware and software issues related to payment devices, such as EDC terminals and soundboxes.
- Assist clients with device installation, activation, and configuration during onboarding.
- Accurately log and manage support tickets using platforms like Zendesk or Jira, ensuring all issues are tracked and resolved effectively.
- Escalar complex or unresolved issues to Tier 2 or engineering teams, while maintaining ownership of communication with the client.
- Collaborate cross-functionally with product, engineering, and operations teams to drive issue resolution and improve support workflows.
- Proficient in English and Fluency in Mandarin is preferred.
- You have 1–2 years of experience in a technical support or client-facing IT role.
- You have worked in the Payments, FinTech, or a closely related industry (this is essential).
- You're familiar with EDC terminals, POS systems, or merchant-side payment hardware.
- You have strong analytical and problem-solving skills, and can troubleshoot independently.
- You're a great communicator, both verbally and in writing, and can explain technical concepts in a simple, clear manner.
- You're organized, resilient, and able to manage multiple priorities in a fast-paced environment.
- You are customer-first in your approach and thrive on helping others succeed.
- Documentation
- Troubleshooting
- Hardware
- Process Improvement
- EDC
- User Experience
- Information Technology
- Product Engineering
- Technology Solutions
- JIRA
- Windows Operating Systems
- Zendesk
- Writing
- Administrative Support
- Technical Support
We would love to hear from you if you have the right skills and experience for this role.
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