SaaS Support Specialist

This is an exciting opportunity for an experienced and customer focused SaaS Support Specialist to join our supportive and innovative Application Support team, based in our Cheltenham office.

We are looking for a motivated and technically minded individual with strong communication, stakeholder management and problem-solving skills. This role would suit someone with experience in payments, card acquiring, POS terminals or SaaS product support who enjoys working collaboratively across teams, supporting customers and improving the overall customer experience.

The Role

The SaaS Support Specialist is responsible for providing third-level support and guidance for Next Payments' digital products and terminals, ensuring our customers receive a high level of service and support.

You will apply your previous experience to perform the following principal duties:

• Provide Level 3 escalated support and guidance to Level 1 & 2 Technical Support teams and customers on the use of Next Digital products.
• Analyse customer data and support trends to identify pain points, improvement opportunities and areas for product or process enhancement.
• Collaborate with external vendors, suppliers, internal departments, Technical Support, Product Managers and Development teams to improve the customer experience.
• Support the ongoing maintenance and improvement of Next Digital products.
• Act as an escalation point for third-party hardware and software issues relating to Next Digital products.

About You

• Previous experience within the payments and card acquiring domain, and with point-of-sale terminals, EFTPOS terminal management, eCommerce solutions or payment products would be an advantage.
• Experience working with POS vendors or payment product providers would be highly regarded.
• Strong customer service focus and the ability to build trust with customers and stakeholders.
• Excellent troubleshooting and problem-solving skills.

Find out more about the job by clicking the link below.