Technical Service Representative

5 days ago


Lahore, Punjab, Pakistan EWS Group Full time
Technical Service Representative Wanted

We are seeking a skilled Technical Service Representative to join our team in providing expert technical support to our clients.

About EWS Group

EWS Group is a leading provider of integrated payments services, dedicated to delivering top-notch technical support to our clients. With a global presence, we strive to improve the payments experience across various industries.

Division: Perseus Payments

Perseus Payments offers comprehensive payment processing solutions to businesses and software providers. Our goal is to provide seamless transactions for our clients.

Job Description:

In this key role, you will be responsible for providing expert technical support to our clients, addressing their payment processing needs including onboarding, reconciliation, risk management, terminal ordering, and troubleshooting.

Key Responsibilities:
  • Providing expert technical support to our clients via phone, email, and chat, demonstrating exceptional customer service skills and professionalism in every interaction.
  • Mastery of various technical support processes and platforms, effectively managing multiple customer inquiries at once.
  • Accurate documentation of all customer interactions (calls, chats, emails, messages) in our support system, ensuring thorough and clear records.
  • Handling inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each.
  • Diagnosing and resolving technical issues with payment terminals, ensuring minimal disruption to client operations.
  • Escalation of unresolved or complex issues to higher support levels or relevant teams, ensuring timely follow-up and resolution.
  • Adherence to company policies and procedures for both internal and external operations, maintaining consistency and compliance.
Required Skills & Experience:
  • Strong verbal and written communication skills, with the ability to convey clear and concise information.
  • A methodical approach to gathering requirements, identifying issues, and finding effective solutions.
  • Proficiency in Microsoft Office Suite and capability to learn additional support platforms quickly.
  • Strong numerical skills to support reconciliation of bank statements and payment processing data.
  • A minimum of 2 years of experience in the banking or payments industry.
  • Demonstrated experience handling technical customer inquiries through phone and email.
Work Environment & Shift Timings:
  • Standard Shift: 10 am ET- 6 pm ET (8 pm PK time - 4 am PK Time)
  • Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs.


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