Enterprise Technical Support Specialist

Role Overview

As an Enterprise Technical Support Specialist, you will be responsible for providing prompt and precise technical guidance and support regarding our product offerings and services. Your role includes addressing client inquiries, evaluating their technical requirements, and proposing solutions or alternative options to meet their needs.

Key Responsibilities

• Promptly respond to client questions by understanding their technical challenges, assessing needs, and advising on suitable solutions.
• Conduct research and develop proposals for new solutions aimed at resolving technical problems, ensuring follow-up on outstanding cases.
• Maintain accurate and current documentation utilizing databases and computerized tools.
• Handle complex client inquiries within agreed Service Level Agreements by clarifying impacts, validating through internal investigations, facilitating technical discussions, and communicating resolutions.
• Coordinate calls involving technical teams, account management, vendors, and clients when necessary while keeping all parties informed.
• Analyze proposed changes from clients, advise on best practices, perform account maintenance as needed, and verify outcomes for accuracy.
• Build and maintain strong client relationships through timely and precise communications, recognizing business needs and promoting relevant products and upcoming enhancements.
• Interpret technical client issues and project requests, perform root cause analysis, advocate client needs within the organization, and translate technical details for internal stakeholders.
• Lead client training sessions on specific modules or products as required.
• Develop functional requirements and specifications to support client customization such as coding scripts and macros.

Qualifications and Skills

• Bachelor’s Degree or equivalent education and experience, typically with a minimum of 4 years of relevant exposure.
• Proven ability to solve diverse and complex issues innovatively using sound judgment.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts in accessible business language.
• Self-directed with minimal supervision on daily tasks and general guidance on new projects.
• Experience consulting clients to address their business requirements.

Preferred Qualifications

• Proficiency in Microsoft Office suite, including writing Excel macros.
• Relevant experience within the credit card industry is advantageous.

Team and Culture

Join an inclusive, global team known for collaboration and industry expertise, offering opportunities to grow and succeed together. We value innovation, ownership, curiosity, and teamwork, empowering everyone to contribute decisively and passionately.