Technical Support Specialist

Job description

About the role: We are looking for 4 Technical Support Specialist to join Enfuce. This role plays a key role in ensuring excellent customer experience by providing timely and effective 2nd line support and consultation for Enfuce’s products and services. This position is responsible for handling customer inquiries, troubleshooting issues, and ensuring that customer needs are met efficiently. The Technical Support Specialist works closely with internal teams to improve processes, enhance service quality, and contribute to customer satisfaction and loyalty.By leveraging technology, process optimisation, and a proactive approach, this role significantly contributes to improving NPS and long-term business success. What you'll be doing: Manage and resolve 2nd-line technical support tickets related to Enfuce’s products and services, including transaction processing, card lifecycle events, disputes, and integrations, ensuring adherence to SLAs Investigate and troubleshoot issues using platform tools, logs, reporting data, and system configurations to identify root causes and recommend corrective actions Handle dispute cases and chargeback workflows, including technical analysis, reporting...