Customer Services Support Technician

At Smart Payment Technologies, we deliver complete, innovative, and tailored payment solutions that help businesses thrive in a rapidly evolving payments landscape. By combining industry-leading security standards with the latest payment technologies, we empower our customers to adapt, grow, and stay ahead of the competition. We are looking for a Technical Support & Customer Services Technician to join our growing team. This is an excellent opportunity for a technically minded individual who enjoys problem-solving, customer interaction, and working within a fast-paced technology environment. The Role

As a Customer Services Support Technician, you will play a key role in supporting our customers by providing technical expertise, diagnosing product and software issues.

You will also work closely with our Sales and Services teams to ensure customer technical requirements are understood and delivered, while supporting the processing, testing, and configuration of returned payment devices.

Key Responsibilities

TECHNICAL SUPPORT

• Respond to customer enquiries via phone and email.
• Diagnose and resolve technical and product-related issues.
• Log, manage, and track support requests through the ticketing system.
• Provide clear, step-by-step guidance to customers.
• Escalate complex issues to specialist teams where required.
• Work with internal technical teams to maintain and improve the support knowledge base.

CUSTOMER RETURNS AND DEVICE MANAGEMENT

• Process customer return requests and ensure all documentation is completed accurately.
• Conduct triage and analysis of returned devices.
• Manage supplier returns and repair processes.
• Load and update software on repaired devices.
• Configure and test devices according to customer requirements.
• Process customer and supplier invoices.

About You Skills & Experience

• Experience troubleshooting technical issues and diagnosing faults would be adventagous
• Familiarity with ticketing and support management systems.
• Excellent written and verbal communication skills.
• Strong customer service experience.
• Proficient in Microsoft Office applications.
• Analytical mindset with a methodical approach to problem-solving.
• Ability to manage multiple tasks and priorities effectively.

Personal Attributes

• Passionate about technology and learning new systems.
• Team player with a collaborative approach.
• Able to work effectively under pressure in a busy environment.
• Adaptable and flexible to meet changing business needs.
• Strong attention to detail and accuracy.
• Reliable, organised, and professional.

What We Offer

• 25 days annual leave plus Bank Holidays.
• Company bonus scheme (subject to satisfactory completion of a three-month review period).
• Private Health Insurance.
• Generous company pension scheme.
• On-site gymnasium.
• A supportive and collaborative working environment within a growing technology business.

Additional Information

Successful candidates will be required to undergo a DBS (criminal record) check and credit check as part of the employment screening process.

Standard working hours are 9:00am – 5:00pm, Monday to Friday, with a 30-minute unpaid lunch break. Flexibility is required as occasional evening and weekend working may be necessary to support business requirements.