Technical Support Specialist
6 days ago
About the Role
We're currently seeking an experienced and proactive
English-speaking Level 2 Technical Support Specialist
to join our growing team in Limassol, Cyprus.
As a Level 2 Tech Support Specialist, you will handle advanced technical issues escalated from Level 1 Support, perform in-depth troubleshooting, and work closely with our development and product teams to ensure timely and accurate resolutions.
We consider only those candidates that are already in Cyprus.
Key Responsibilities:
Provide Advanced Technical Support:
● Handle escalations from Level 1 Support and take ownership of complex technical issues;
● Diagnose, troubleshoot, and resolve advanced product or system-related problems;
● Communicate directly with customers to provide detailed updates and solutions.
Investigate and Reproduce Issues:
● Recreate customer-reported issues in test environments to identify root causes;
● Collect and analyze logs, data, and system information for deeper investigation;
● Collaborate with development teams to escalate and resolve software bugs or system malfunctions.
System and Product Expertise:
● Develop an in-depth understanding of Paytech's products, systems, and integrations;
● Stay up-to-date with new features, configurations, and releases;
● Assist in testing new versions or updates before deployment to ensure smooth performance.
Documentation and Knowledge Sharing:
● Document troubleshooting steps, solutions, and technical FAQs for internal and external use;
● Contribute to the creation and maintenance of technical guides and knowledge base articles;
● Mentor and support Level 1 agents by sharing knowledge and best practices.
Requirements:
● Experience: Minimum 1+ years of experience in a technical support or IT helpdesk role within the payments industry;
● Technical Proficiency: Strong understanding of APIs, payment systems, and basic SQL/database queries. Familiarity with Postman as well as CRM/ticketing tools (e.g., Zendesk, Jira);
● Analytical and Troubleshooting Skills: Proven ability to analyze complex problems, identify root causes, and implement effective solutions;
● Communication Skills: Excellent written and verbal communication in English. Ability to explain technical concepts clearly to non-technical users;
● Customer Focus: Passionate about delivering high-quality technical support and maintaining strong client relationships.
We Offer:
● Competitive salary package and performance-based bonuses;
● Clear career progression path toward senior technical or product-related roles;
● A collaborative and innovative work environment;
● Ongoing technical training and professional growth opportunities.
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