Senior Tech Support Specialist

Deluxe•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 issues ranging from POS terminal troubleshooting to detailed account research. The role emphasizes customer satisfaction and includes hands-on training in departmental procedures and customer service standards. The specialist also completes assigned work such as reporting, reversal and rekey requests, and monitoring front-end systems to resolve batch errors.

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.
At least 18 years of age.

Nice To Haves

Associate’s degree in business or a related field.
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.
Ability to work independently in a multitasking environment and as part of a team, work under pressure, and adapt to a rapidly changing environment.
Clear and effective speaking in a variety of settings.
Effective time management and ability to prioritize competing tasks to meet deadlines.
Experience analyzing and prioritizing information to make appropriate recommendations.
Above-average knowledge of First American’s workflow, policies, procedures, and systems.
Strong attention to detail and a meticulous, thorough approach to work.
Experience delivering customer satisfaction, demonstrated through high-quality evaluation scores and customer commendations.
Demonstrated leadership capabilities, positive attitude, integrity, and professional demeanor.
Strong communication skills.
For internal candidates, meeting or exceeding all current departmental standards.
Ability to be highly productive with minimal guidance or supervision.
Ability to produce comprehensive documentation.
Initiative in reviewing and implementing departmental policies and procedures and suggesting improvements to efficiency and customer satisfaction.

Responsibilities

Handle inbound calls through resolution, responding to inquiries and complaints, providing technical troubleshooting, and researching account information.
Make outbound or follow-up calls to merchants and sales associates as needed.
Troubleshoot POS systems and resolve hardware- and software-related technical problems.
Assist internal and external customers with tact, courtesy, and professionalism.
Handle overflow calls from other call center queues when staffing is low or call volume is high.
Take ownership of issues escalated by Level I and Level II representatives.
Work with other departments to research and fully resolve customer issues.
Complete end-of-month reporting accurately and by the required due date.
Attend ongoing training to develop proficiency in departmental and company procedures.
Use various internal computer applications effectively.
Document inquiries and research in appropriate systems to maintain accurate account records.
Complete special projects or assignments as directed by the Management Team.
Immediately report system outages to a Supervisor and/or Manager.
Complete assigned work functions, including reporting, reversal and rekey requests, and monitoring front-end systems for batch errors.