Technical Support Specialist

Description:

Vaulsys is a leading software company specializing in fintech products and solutions. We provide innovative payment solutions to financial institutions, banks, fintech companies, and enterprises to enhance their payment ecosystems.

Job Description:

We are looking for a Technical Support Specialist (Level 1) to provide timely and accurate support to customers and internal teams. This role requires a basic understanding of payment workflows, strong troubleshooting skills, and a customer-centric approach to ensure smooth and efficient operations.

Key Responsibilities:

✅ Provide initial technical support via phone, email, chat, and ticketing system for application and operational issues
✅ Diagnose and resolve basic technical problems related to payment gateways, POS terminals, transaction processing, and system integrations
✅ Log, track, and prioritize support tickets, ensuring timely resolution as per Service Level Agreements (SLAs)
✅ Escalate complex technical issues to the next support tier or development teams, providing detailed information for efficient resolution
✅ Communicate clear and concise instructions and provide updates to customers regarding issue resolution
✅ Develop a strong understanding of payment processing workflows, including authorization, settlement, and reconciliation
✅ Monitor systems for potential issues and proactively suggest improvements
✅ Generate basic reports on support ticket trends and common issues
✅ Guide customers through basic configurations and installations
✅ Stay updated with industry trends and emerging technologies

Qualifications & Skills:

✔ Education: Bachelor's degree in Computer Science, IT, Engineering, or a related field
✔ Experience: 0–2 years in technical support or a similar role (internships count!)
✔ Basic knowledge of operating systems (Windows, Linux)
✔ Understanding of networking concepts (IP, DNS, VPN, etc.)
✔ Knowledge of the payments and cards industry is a plus
✔ Strong problem-solving and troubleshooting skills
✔ Excellent communication and customer service skills
✔ Ability to manage multiple tasks in a fast-paced environment
✔ Willingness to work during odd hours and take responsibility for customer concerns

Why Join Vaulsys?

✨ Work with a leading fintech company shaping the future of payment solutions
✨ Competitive salary package and career growth opportunities
✨ Collaborative and fast-paced work environment
✨ Hands-on experience with fintech products and services