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    • Technical Support Specialist - Cape Town - Black Pen Recruitment

    Black Pen Recruitment
    Black Pen Recruitment Cape Town

    3 weeks ago

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    Description

    Technical Support Specialist

    We are seeking a highly skilled Technical Support Specialist to join our team. The ideal candidate will have a strong technical troubleshooting background and be comfortable serving as an escalation point for internal support teams.

    About the Role

    This role is ideal for junior developers, recent college graduates, or coding bootcamp graduates who are comfortable with APIs, coding languages, and tools like Postman.

    Responsibilities

    • Provide advanced technical support to resolve issues related to API integration, Postman troubleshooting, and transaction processing.
    • Diagnose and troubleshoot integration issues between our platform and merchant systems.
    • Monitor the platform and identify issues related to transaction failures, system performance, or engineering escalations.
    • Manage and resolve engineering escalations, working closely with developers to find timely solutions.
    • Assist with card data migrations and vault migrations, ensuring smooth transitions for customers.
    • Provide incident management support by investigating, diagnosing, and documenting platform issues in collaboration with internal teams.
    • Collaborate with engineering and support teams to escalate complex issues and drive resolution.
    • Offer support and guidance to internal teams by serving as the escalation point for unresolved technical issues.
    • Continuously document troubleshooting steps, solutions, and platform knowledge to enhance internal knowledge bases and support processes.

    Requirements

    • 1-2 years of proven experience working in a similar role.
    • Must have experience with ITSM.
    • Strong technical troubleshooting skills with a proven ability to solve complex issues efficiently.
    • Familiarity with APIs (RESTful APIs), including hands-on experience using Postman or similar tools for API testing and troubleshooting.
    • Proficiency in multiple coding languages, such as JavaScript, Python, or Ruby, with the ability to understand and troubleshoot code-level issues.
    • Previous experience in the payments industry or working with payment platforms (preferred).
    • Comfortable being the escalation point for complex issues that require technical depth and cross-functional coordination.
    • Experience with incident management and working closely with engineering teams to resolve platform issues.
    • Excellent communication skills and the ability to work cross-functionally with internal and external stakeholders.
    • Detail-oriented with the ability to manage and document multiple support cases simultaneously.

    About You

    • Problem Solver – You thrive on tackling complex technical issues and enjoy working through challenges to deliver solutions.
    • Collaborative – You're a team player who can work cross-functionally and serve as a trusted technical resource for internal teams.
    • Customer-Focused – You understand the importance of delivering high-quality support to maintain customer trust and satisfaction.
    • Adaptable – You're comfortable with ambiguity, eager to learn new technologies, and ready to jump into solving technical problems head-on.
    • Proactive – You anticipate potential issues and are quick to escalate, troubleshoot, and resolve them before they impact the customer.
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