Technical Support Specialist

Wallee is a leading provider of payment services and technologies characterized by innovative payment processing and terminal management and e-commerce solutions. The company offers a wide range of specialized services and products aimed at optimizing and simplifying payment transactions for merchants and businesses.

We are looking for motivated Technical Support Specialists to join our teams and support payment terminals or e-commerce payment solutions. Your responsibilities include assisting with technical inquiries, resolving payment issues, and ensuring a smooth transaction process for customers. This position is ideal for individuals looking to launch their career in the terminals, e-commerce and fintech sector.

Main Responsibilities:

Technical Support & Problem Solving

• Provide advanced technical support for payment terminals or e-commerce solutions including hardware and software troubleshooting, installation, and configuration that require in-depth knowledge.
• Collaborate with Experts for problem resolution.
• Act as the primary point of contact for key-clients experiencing issues with payment terminals/e-commerce payment methods, providing timely and effective solutions.
• Diagnose and resolve technical issues related to payment processing, including connectivity issues, transaction errors, and hardware malfunctions.
• Work closely with internal teams (e.g., product management, sales, and finance) and external vendors to ensure smooth operations of payment terminal systems.

Customer Support & Communication

• Provide clear instructions to customers on payment processes and system usage.
• Follow up with customers to ensure issues are fully resolved.
• Deliver training sessions for clients and internal employees on payment terminals and payment solutions.
• Handle customer escalations professionally and effectively.

Team Collaboration

• Work closely with experienced specialists and mentor junior support agents when required.
• Contribute to knowledge base documentation and internal guidelines.

What you bring:

• Education: Technical education in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 2+ years of experience in technical support, specifically related to payment processing systems or point-of-sale (POS) technology.
• Technical Skills: Familiarity with various payment processing software and hardware, network troubleshooting, and security protocols.
• Communication Skills: Strong verbal and written communication and social skills; ability to convey technical information to non-technical users in English (nice to have German language skills).
• Problem-Solving Skills: Strong analytical and problem-solving abilities by using data logs for decision-making.
• Customer oriented approach: High reliability with regard to customer expectations, active listening skills with a customer centric mindset.

Benefits

Why Join Wallee?

• Modern Workspace: A beautiful office in the heart of Vilnius - comfortable, bright, and collaboration-ready.
• True Flexibility: We embrace a hybrid way of working with 3 days per week in our office to foster collaboration, complemented by flexible daily hours and a 4-week "Work from Anywhere" policy every year.
• Innovation First: We work with the latest tech stacks in a flat hierarchy where your voice actually matters.
• Growth & Culture: Competitive compensation, in the range of 1,700 – €3,000 gross/month, depending on experience, seniority, and technical expertise, personal development budgets, and a social calendar filled with events.
• The Perks: Fresh fruits, snacks, and high-quality coffee to keep you fueled.

Don’t tick every box? Neither do most great hires. If the role feels right, reach out, we’d love to see if we’re a match.