Technical Support I

First American Payments Systems • Fort Worth, TX

3d

About The Position

The Technical Support I representative takes and resolves customer calls to ensure issues are addressed efficiently and effectively, providing solutions that support customer satisfaction. The role fields support calls from merchants by opening, documenting, and completing trouble tickets. It consults with users to identify the steps and procedures needed to diagnose and resolve problems, and guides users through diagnostic and troubleshooting processes, which may involve diagnostic tools, software, or verbal instructions. The representative also collaborates with other staff to research and resolve problems and works with programmers to 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 18 years of age or older.

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 while providing solutions that support customer satisfaction.
• Field merchant support calls and open, document, and complete trouble tickets.
• Consult with users to determine steps and procedures for identifying and resolving problems.
• Guide users through diagnostic and troubleshooting processes, including 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, resolve problems, or recommend modifications.

Benefits

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

What This Job Offers

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