Tech Support Specialist

We are looking for a Tech-savvy specialist interested in various aspects of the Payments and FinTech industry to join our fast-growing Technical Support Team.
The Technical Support Specialist acts as the trusted advisor to all Enterprise accounts and a strategic focal and escalation point for technical improvements, business requirements, and critical incidents that may arise. The Technical Support matrix manages our biggest clients production technical issues, provides technical support, resolves merchant service inquiries, or offers additional forms of real-time problem-solving while coordinating requirements in cross-company collaborations. We need a person with critical thinking skills who can understand the payment process's logic.
A person who can speak in technical language with non-technical people and explain business-related requirements to technical staff.
Responsibilities:
Acts as a technical trusted advisor and becomes a knowledge center about the companys products, and a go-to person for technical queries - Becoming brand and product expert.
Technical Issues management, a focal point for technical queries by Enterprise clients.
Focus on resolving customer concerns solely through Salesforce.
Providing technical guidance to clients based on established SLAs without constant supervision.
Be proactive - anticipating Enterprise merchants needs (or problems) before they are aware of them or need to contact us for assistance.
Guiding clients to correct use of our products and services.
Investigating errors and logs and providing in-depth analysis for both clients and internal departments.
Collecting and analyzing client requirements and translating them to Product requirements.
Escalating technical complaints and incidents affecting the company's customers and services to the product owners internally.
Working with relevant stakeholders and in parallel with many internal teams.