**About our client**: Our client creates technology for financial institutions and businesses to facilitate multiple-channel transaction acceptance. They have been developing electronic payment technology since 1998. Today, they process millions of transactions and have customers in several countries. They are a proven provider of the best-of-breed multiple channel transaction technology. They provide a Payment Gateway that supports multiple-channel card acceptance. Their Payment Gateway is a recognised leader in the provision of an omnichannel solution that allows an acquiring bank to own the last mile of payment acceptance. **Purpose of the job**: As a Product Support Specialist, you will be required to manage client technical support queries in a professional manner. Using creative problem-solving methods, the incumbent is highly focused on attention to detail and ensuring the technical problems are resolved timeously. You will be required to also attend to General/admin type queries. **Key Responsibilities**: - Monitoring of system resources and ensuring in-house systems are processing as per normal - Ensuring all requests allocated to you through in-house ticketing system are attended to timeously - Identify the root cause of an error - Investigate errors and provide solutions and escalate these errors to the appropriate developers if the situation requires this - Assist with deployments queues and resuming and resolving all fall out errors after deployment - Assisting with test cases - Interacting with internal developers to resolve customer queries or system issues via the company’s internal ticketing system - Manage and maintain accurate and thorough client support records - After hours support will be required every third week to assist with critical issues only **Key performance measures**: - Creative problem solving and closing technical queries **Qualification & Experience**: - 1-3 years customer or technical support experience **Competencies**: - Passion for solving client issues and providing great customer service - Ability to plan, organize, prioritize, and independently solve problems - Ability to work according to deadlines and to multi-task - Excellent communication (oral and written), interpersonal, organizational, and presentation skills - Knowledge of software development processes and concepts. (Understanding of HTML, XML, JavaScript,.Net and PHP) - Proficient with Microsoft Office - Service focused - ensuring that the needs of clients are always met - Productive - action and results orientated.