Technical Support Associate I

Valero • Amarillo, TX

2d • Onsite

About The Position

Valero is the best-in-class producer of essential fuels and products that are foundational to modern life. We invite you to join our ~10,000 employees to drive exceptional results for our company, the energy industry and our community. As a Technical Support Associate, you will provide first level response, support, and resolution for customers, jobbers and dealers regarding store payment systems and hardware, merchant master records, merchant network profiles, and emergency issues. Responsible for troubleshooting, escalating, and seeking first call resolution for all issues called into the Branded Customer Technical Support Center. Resolve various issues and questions related to Valero Allocations Support. At Valero, we are committed to advancing the future of energy through innovation, ingenuity and unmatched execution. You can help achieve this goal if you can:

Requirements

• Able and willing to work on-site, in-person at the Valero Amarillo location, required.
• High School diploma or GED required.

Nice To Haves

• 1 year customer service or call center experience preferred.
• Experience operating Point of Sale (POS) equipment preferred.

Responsibilities

• Answers, resolves/redirects and documents all external and internal customer communications.
• Troubleshoots, documents, escalates, and resolves first level mobile app customer support, store systems and equipment issues. Provides first call resolution for these issues whenever possible.
• Troubleshoots, documents, escalates, and resolves first call / first level carrier loading issues for Valero Allocations Support.
• Updates and maintains merchant master records using proprietary computer systems and merchant network profiles using Fiserv systems.
• Maintains database using the call center problem management software.
• Acts as immediate source of feedback to supervisor and/or manager on problem resolution and trends.
• Processes an appropriate written/verbal response to customer communications carrying the issue from inception to resolution.
• Provides assistance to Valero stores in balancing merchant settlement reports on a regular basis.
• Assigns, obtains, and sets up necessary data relative to adding new locations to the credit network and the credit card system.
• Must be available to work rotating shifts, including some weekends, holidays, and night shifts, as part of a group that provides 24/7 support.

Benefits

• Valero's employees are the heart of its success, and there is a reason why the company is an employer of choice in the fuels manufacturing and marketing industry. It’s not just the excellent benefits package, or the opportunities for personal growth, it’s also the caring and committed culture of the organization that makes everyone feel like they’re truly part of a team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees