Technical Support Specialist

Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. 
The Role
As a Technical Support Specialist, you'll facilitate AI-driven tools to provide top-notch customer service, resolve technical issues, and be the trusted partner for customers navigating POS related challenges, ensuring seamless integration and support.
Responsibilities

·        Serve as a distinguished Viva.com ambassador, acting as the second-level point of contact for technical issues of our customers.

·        Act as the escalation point for the first-level support team, ensuring an efficient and seamless resolution process.

·        Deliver superior customer satisfaction by researching and responding to customer communications in a professional manner, providing quick, accurate, and honest information.

·        Build trust with customers by offering the most suitable solutions to address their E-Commerce related issues, becoming their trusted partner.

·        Troubleshoot a variety of technical components including POS devices, software applications, ECR Integrations, and various card-present payment processing integrations.

·        Diagnose and resolve problems using documented procedures, checklists and AI-driven systems, showcasing proficiency in technical issue resolution.

·        Work towards achieving predefined qualitative and quantitative targets to ensure consistent and exemplary support services.

·        Demonstrate a comprehensive understanding of technical procedures and employ exceptional communication and problem-solving skills to enhance customer experience.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient. 

To be considered you should have:

• Experience for at least 1 year as a 2nd level Technical Support Agent/IT support, preferably in the Banking, ΙT or Telecommunications industry;
• AI-literate mindset with a practical approach to identifying relevant tools and integrating them into workflows to solve business problems and drive efficiency;
• A degree in Computer Science or related fields will be considered a plus;
• Extra confident with technology and familiar with AI-driven tools, CRM systems, software and hardware;
• Customer centric, customer centric, customer centric - no it's not a typo;
• Solving problems and resolving conflicts in a cool and constructive way;
• Able to work independently but also as a member of a team;
• Proficient user (oral and written) of both English and Greek.

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.