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Terminal Support Executive

Paymentsave(UK) Ltd

Terminal Support Executive

£26000

Paymentsave(UK) Ltd, Romford, Greater London

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 22 Aug | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 4b88531eca3d40cc9cce7447cec6a75a

Full Job Description

  • Technical Support:

  • Provide first-level technical support for terminal (Card Machine, PDQ) hardware and software issues via phone, email, and remote access tools.

  • Diagnose and troubleshoot terminal-related problems, including software malfunctions, hardware failures, and connectivity issues.

  • Escalate complex issues to higher-level support or relevant departments as necessary.

  • Client Assistance:

  • Assist clients with the installation, configuration, and operation of terminal equipment and software.

  • Offer guidance and training to clients on the use of terminal systems and related applications.

  • Maintain a high level of customer satisfaction through timely and effective resolution of client issues.

  • Documentation and Reporting:

  • Document all support activities, including issue resolution steps, in the support ticketing system.

  • Create and update user manuals, FAQs, and other support documentation as needed.

  • Generate and analyze support reports to identify trends and areas for improvement.

  • Collaboration:

  • Work closely with other support team members and departments to ensure seamless service delivery.

  • Provide feedback to the development team on recurring issues and potential improvements to terminal products.

  • Participate in team meetings and contribute to the continuous improvement of support processes.

  • Proactive Support:

  • Monitor terminal systems and networks to proactively identify and address potential issues.

  • Implement preventative measures to minimize downtime and enhance system performance.

  • Stay up-to-date with the latest terminal technology advancements and industry best practices.

    We are seeking a highly motivated and customer-oriented Terminal Support Executive to join our team. The successful candidate will be responsible for providing technical support and assistance to our clients using terminal software and hardware. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with clients and internal teams., Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.

  • Proven experience in a technical support role, preferably in a terminal or IT support environment.

  • Strong knowledge of terminal software, hardware, and related technologies.

  • Excellent problem-solving skills and the ability to work under pressure.

  • Exceptional verbal and written communication skills.

  • Customer-focused with a commitment to providing high-quality service.

  • Ability to work independently and as part of a team.

  • Familiarity with support ticketing systems and remote support tools (TMS).


    • Advantageous Criteria:
  • Prior experience in a customer service role, particularly in a technical support capacity.

  • Basic understanding of the payment industry (training will be provided).

    We are a growing Independent Sales Organization (ISO) specializing in providing payment solutions to the UK SME market.


    • Culture:

    Our culture revolves around transparency, honesty, accountability, and healthy competition. We foster a supportive and progressive environment that prioritizes the well-being of our team and the satisfaction of our customers.

    The Team:

    You will join a collaborative team of four individuals under the guidance of a team manager. Together, we uphold our commitment to delivering exceptional service and supporting one another in achieving our goals.