Senior Tech Support Specialist

First American Payments Systems•Fort Worth, TX

About The Position

The Senior Tech Support Specialist answers inbound calls from merchants and sales associates and resolves issues at an advanced level, taking ownership of each issue with an emphasis on customer satisfaction. The role supports point-of-sale systems, including hardware and software troubleshooting, account research, and resolving escalations. It also includes processing requests, monitoring systems for errors, documenting customer interactions, and completing reporting and special assignments. The specialist works with internal and external customers and collaborates with other departments to research and resolve issues. Ongoing hands-on training is provided to build expertise in departmental and company procedures and systems. The role may also assist with overflow calls from other call center queues.

Requirements

High school diploma or GED.
At least 2 years of customer service and technical support experience.
Functional knowledge of Microsoft Outlook, Word, Excel, and PowerPoint.
Must be 18 years of age or older.
Strong communication skills and the ability to communicate clearly and effectively in a variety of settings.
Ability to work independently in a multitasking environment and as part of a team.
Ability to work under pressure and adapt to a rapidly changing environment.
Effective time management and ability to prioritize competing tasks and meet deadlines.
Ability to analyze and prioritize information and make appropriate recommendations.
Attention to detail and a meticulous, thorough approach to work.
Ability to provide customer satisfaction, demonstrated through high-quality evaluation scores or customer commendations.
Ability to maintain knowledge of First American’s workflow, policies, procedures, and systems.
Ability to produce comprehensive documentation.
Initiative in reviewing and implementing departmental policies and procedures and suggesting process improvements.
Internal candidates must meet or exceed current departmental standards.

Nice To Haves

Associate’s degree in business or a related field.
At least 2 years of call center experience involving customer service, technical support, and knowledge of credit card processing.
Bilingual English/Spanish skills.
Excellent organizational skills and comfort communicating with internal and external customers via email.
Proven leadership capabilities, including a positive attitude, integrity, and professional demeanor.
Ability to be highly productive with minimal guidance or supervision.

Responsibilities

Answer inbound calls from merchants and sales associates and resolve issues through to resolution.
Handle customer inquiries, complaints, technical troubleshooting, and requests for account information.
Take ownership of issues escalated by Level I and Level II representatives.
Provide specialized troubleshooting for POS systems, including hardware- and software-related problems.
Place outbound or follow-up calls to merchants or sales associates as needed.
Process reversal and rekey requests and monitor front-end systems to resolve batch errors.
Assist with overflow calls from other call center queues during low staffing or high call volume.
Work with other departments to research and fully resolve customer issues.
Complete end-of-month reporting accurately and by the expected due date.
Attend ongoing training sessions to develop expertise in departmental and company procedures.
Use internal computer applications and document accounts in appropriate systems to maintain accurate records.
Complete special projects or assignments as directed by the Management Team.
Identify system outages and report them immediately to a Supervisor or Manager.