Senior Tech Support Specialist

Deluxe•Fort Worth, TX

1d•Onsite

About The Position

Responsible for answering inbound calls from merchants and sales associates and for resolving issues at an advanced level. Taking full ownership of issues, which can range from troubleshooting terminals to researching detailed account information, with a strong emphasis on customer satisfaction. Participate in ongoing, hands-on training to learn all aspects of departmental procedures and providing the highest quality of customer service possible. Complete all assigned work functions such as reporting, processing reversal/rekey requests and monitoring front-end system to resolve batch errors. Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information. Place outbound or follow-up calls to merchants or sales associates as needed. Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems. Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor. Assist with any overflow calls from other call center queues due to low staffing or high call volume. Take ownership of issues that are escalated by Level I/Level II representatives. Work closely with other departments to research and fully resolve customer issues. Complete EOM reporting accurately and by the expected due date. Attend on-going training sessions to develop expert-level proficiencies in departmental and company procedures. Adapt and effectively utilize various internal computer applications. Document accounts in all appropriate systems to maintain accurate account records of inquiries, research, etc. Completion of special projects or assignments as directed by the Management Team. Identify and report system outages immediately to Supervisor and/or Manager.

Requirements

High school diploma / GED
2 years of experience with customer service and technical support
Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint
Must be 18 years of age or older

Nice To Haves

Associate’s degree in business, or related field
2 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing
Bilingual (English/Spanish) is beneficial
Possesses excellent organizational skills and is comfortable communicating with internal and external customers via email.
Ability to work independently in a multi-task environment, as well as part of a team.
Work well under pressure and adapt to rapidly changing environment.
Speaks clearly and effectively in a variety of settings.
Manages time effectively and prioritizes competing tasks to meet deadlines.
Experienced with analyzing and prioritizing information to make appropriate recommendations.
Maintain above average knowledge of First American’s workflow, policies, procedures, and systems.
Pays attention to detail and approaches work in a meticulous and thorough manner.
Experience with providing customer satisfaction as evidenced by high quality evaluation scores and verbal and/or written letters of commendation from customers.
Proven leadership capabilities by displaying positive attitude, integrity, and professional demeanor.
Strong communication skills.
Internal candidates must be meeting or exceeding all current departmental standards.
Highly productive with minimal guidance or supervision.
Capable of producing comprehensive documentation.
Skilled in showing initiative in reviewing and implementing departmental policies and procedures, as well as suggesting new processes to improve efficiency and customer satisfaction.

Responsibilities

Answering inbound calls from merchants and sales associates and resolving issues at an advanced level.
Taking full ownership of issues, including troubleshooting terminals and researching detailed account information.
Participating in ongoing training to learn departmental procedures and provide high-quality customer service.
Completing assigned work functions such as reporting, processing reversal/rekey requests, and monitoring the front-end system to resolve batch errors.
Processing inbound calls to the point of resolution, handling customer inquiries, complaints, technical troubleshooting, and requests for account information.
Placing outbound or follow-up calls to merchants or sales associates as needed.
Providing specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems.
Assisting internal and external customers with tact, courtesy, and a professional demeanor.
Assisting with overflow calls from other call center queues due to low staffing or high call volume.
Taking ownership of issues escalated by Level I/Level II representatives.
Working closely with other departments to research and fully resolve customer issues.
Completing EOM reporting accurately and by the expected due date.
Attending ongoing training sessions to develop expert-level proficiencies.
Adapting and effectively utilizing various internal computer applications.
Documenting accounts in all appropriate systems to maintain accurate records.
Completing special projects or assignments as directed by the Management Team.
Identifying and reporting system outages immediately to Supervisor and/or Manager.