Specialist I, Technical Support (Call Center)

Payroc•San Juan, PR

20d•Onsite

About The Position

We are looking for a dedicated Specialist I, Technical Support to join our Customer Success Department and serve as the primary contact for new and existing merchants who require technical and financial support. This role is crucial in delivering a "white-glove" experience to our clients by providing frontline customer support, entry-level troubleshooting, and ensuring merchant processing is secure and reliable. The ideal candidate will be highly organized, proactive, and committed to providing excellent customer service.

Requirements

Associate degree or equivalent experience in Computerized Information Systems, Computer Science, or a Technical Support environment.
Some relevant experience in computer technical support (onsite technician experience is a plus).
Background in customer service and/or a call center environment.
Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
Strong organizational and time management skills.
Effective problem-solving and analytical thinking abilities.
Self-motivated, detail-oriented, and team player with strong interpersonal skills.
Adaptability, flexibility, and resourcefulness to handle shifting demands.
Outgoing personality with the ability to work with diverse individuals and businesses.
Willingness to learn new skills and stay updated in a fast-paced industry.

Nice To Haves

onsite technician experience is a plus

Responsibilities

Answer inbound calls from the IVR system and assist merchants with their inquiries.
Provide support to new and existing customers experiencing processing issues.
Troubleshoot (entry-level) technical issues remotely and onsite as needed.
Ensure a smooth and efficient resolution process while maintaining a customer-focused approach.
Assist merchants with account setup, financial inquiries, and bank account reconciliations.
Guide customers in understanding and using the platform effectively.
Maintain accurate records of merchant interactions and follow up on outstanding issues.
Organize and prioritize multiple work assignments while maintaining accuracy.
Adapt to evolving business needs and workflows efficiently.
Ensure compliance with security protocols to safeguard merchant transactions.
Perform other related duties as assigned.