Technical Support I

Deluxe • Fort Worth, TX

1d

About The Position

Responsible for taking and resolving customer calls to ensure issues are addressed efficiently and effectively, providing solutions that support customer satisfaction. The role fields merchant support calls by opening, documenting, and completing trouble tickets; consults users about the steps taken to identify and resolve problems; and guides users through diagnostics and troubleshooting, using diagnostic tools and software or verbal instructions as appropriate. The position also collaborates with other staff to research and resolve problems and works with programmers to investigate and explain errors and resolve issues or recommend corrective modifications.

Requirements

• High school diploma or GED.
• Some experience in technical support, customer service, or related support work.
• Experience with Microsoft Office Suite or related software.
• Must be at least 18 years of age.

Nice To Haves

• Two years of experience in technical support, customer service, or related support work.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficiency with, or ability to quickly learn, a range of computer hardware and software.

Responsibilities

• Take and resolve customer calls efficiently and effectively, providing solutions to ensure customer satisfaction.
• Field merchant support calls by opening, documenting, and completing trouble tickets.
• Consult with users to determine the steps and procedures taken to identify and resolve problems.
• Guide users through diagnostic and troubleshooting processes, including the use of diagnostic tools and software or verbal instructions.
• Collaborate with other staff to research and resolve problems.
• Collaborate with programmers to research and explain errors and resolve problems or recommend modifications.

Benefits

• Healthcare coverage, including medical, dental, and vision.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED