Technical Support Representative I
About The Position
Under the direction of the Technical Support Manager, the Technical Support Representative I is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction. Provide first-class customer service/support via telephone, email, chat, and any future channel. Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly. Maintains an accurate and complete record of all inquiries and problems handled. Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge. Utilizing all tools and systems consistently to enhance department knowledge. Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways. Assist Sales partners and merchants in adding equipment and services to merchant accounts. Assist Sales Partners in POS hardware and software selection based on client needs. Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors. Provide clients with guidance and training on the use of POS systems. Follow all card brad compliance rules and regulations for the security and integrity of sensitive information. Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance. Critical thinking by strategically eliminating barriers and offering additional solutions to overcome situations. Supporting specialized projects on an as-needed basis as directed by the leadership team. Other duties assigned.
Requirements
- High school diploma or equivalent
- 2+ years of relevant technical experience
- Proficiency with Microsoft Suite
- Knowledgeable in point-of-sale systems and related peripherals
- Applicable TSYS knowledge
- Experience in call center environments
- Ability to listen to others and communicate in an effective manner
- Ability to clearly communicate technical related directions in verbal and written form
- Possesses strong analytical and research skills with strong attention to detail
- Ability to work autonomously while producing a high output of quality work
- Demonstrates a level of credibility and concern that one be perceived as responsible, reliable, and trustworthy
- Ability to ensure that one's own and other's work and information are complete and accurate
- The ability to carefully prepare for meetings and presentations
- The ability to follow up with others to ensure that agreements and commitments have been fulfilled
- Ability to support, promote, and ensure alignment with the organization's vision and values
- The ability to understand how an organization must change considering internal and external trends and influences
- Ability to focus personal efforts on achieving results consistent with the organization's objectives
Responsibilities
- Providing payments related technical support services
- Ensuring superior client experience in all technical aspects involved in payment processing
- Providing first-class customer service/support via telephone, email, chat, and any future channel
- Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
- Maintaining an accurate and complete record of all inquiries and problems handled
- Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge
- Utilizing all tools and systems consistently to enhance department knowledge
- Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways
- Assist Sales partners and merchants in adding equipment and services to merchant accounts
- Assist Sales Partners in POS hardware and software selection based on client needs
- Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors
- Provide clients with guidance and training on the use of POS systems
- Follow all card brad compliance rules and regulations for the security and integrity of sensitive information
- Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance
- Critical thinking by strategically eliminating barriers and offering additional solutions to overcome situations
- Supporting specialized projects on an as-needed basis as directed by the leadership team
- Other duties assigned
Benefits
- Competitive Salary, Bonuses and Incentives
- Comprehensive employer sponsored health, vision, and dental insurance programs
- Paid time off, Paid Sick and Paid Holidays
- 401K plan with up to a 3% matching contribution
- Commitment to Career Development and Advancement
- Employee Recognition Programs
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
