Technical Support Advisor

Virtual Bridges; Belfast; Remote; GBP 27,000 - 32,000; Full time

Job summary

A leading company in Belfast is seeking a Technical Support Agent to provide exceptional service to merchants and partners. This home working role involves taking inbound calls for technical support in credit card processing, ensuring high customer satisfaction. Candidates must possess strong communication skills and a passion for technical support, with a starting salary of £27,000 per annum and additional benefits.

Benefits

Twice-yearly bonuses

Monthly £60 broadband allowance

Qualifications

• Experience demonstrating passion for technical support.
• Ability to work independently and as part of a team.
• Strong communication skills, both written and oral.

Responsibilities

• Provide support via email and telephone.
• Process technical inquiries, orders, and administration accurately.
• Coach customers to become product experts.

Skills

Technical support

Communication skills

Planning and organization

Attention to detail

Computer literacy

Job description

Brook Street Recruitment is working on behalf of our client in Belfast who is looking to recruit a home working Technical Support Agent. The role will involve working evening shifts.

PLEASE NOTE THAT ALTHOUGH THIS IS A WORKING FROM HOME ROLE, APPLICANTS WILL BE EXPECTED TO INTERVIEW AND TRAIN ON SITE. IF YOU ARE NOT RESIDENT IN NORTHERN IRELAND, PLEASE DO NOT APPLY FOR THIS ROLE.

Job Purpose

This role involves taking inbound calls and providing exceptional service to merchants, partners, and resellers. The merchants and partners will call seeking technical support for terminals and gateways in credit card and ACH processing.

You will provide solutions, bridge knowledge gaps, and proactively recommend ways to maximize revenue potential. Understanding that our merchants' success is also our success is essential.

Working collaboratively in a motivated environment is critical. The Technical Support Advisor will ensure merchants and partners are highly satisfied with our service, possessing high-level knowledge of all terminals, and responsible for training, assisting, and escalating issues when needed.

Duties and Responsibilities

• Provide support via email and telephone
• Process technical inquiries, orders, and administration accurately and timely
• Coach customers to become product experts for increased self-sufficiency
• Take appropriate actions to meet customer expectations
• Liaise with internal teams as required
• Identify merchant issues, recognize trends, and share reports to improve processes

Qualifications

• Experience demonstrating passion for technical support
• Ability to work independently and as part of a team
• Strong communication skills, both written and oral
• Effective planning, organization, and attention to detail
• Ability to perform in a fast-paced environment
• Computer literacy (Word, Excel, Outlook)

Working Conditions

The role involves home working shifts between 2pm and 10pm, Monday to Friday, with one Saturday per month. Other evening shifts (4.30pm to 3am or 6.30pm to 3am) are available and can be discussed during interview.

Compensation and Benefits

Starting salary is £27,000 per annum. Benefits include twice-yearly bonuses and a monthly £60 allowance for broadband costs.

Please send your CV to Colleen Farquharson via the apply link.

IMPORTANT: THIS JOB IS ONLY AVAILABLE TO APPLICANTS RESIDENT IN NORTHERN IRELAND.

Brook Street is acting as an Employment Agency regarding this vacancy.