Technical Support Specialist II

Patterson Dental Supply•Denton, TX

About The Position

Patterson isn't just a place to work, it's a partner that cares about your success. One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization. Job Summary The Technical Support Specialist - Tier II properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customer's questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer's questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.

Requirements

High School Diploma or Equivalent or equivalent education and/or experience
2 years experience in technical support, FinTech operations, or POS/payment troubleshooting
Requires the ability to make quick, sound judgments when answering questions
Strong organizational, attention to detail, and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines
Requires the ability to recall numerous guidelines and procedures
Experience supporting integrated POS or SaaS-based payment systems.
Exposure to PayFac, ISO, or merchant-acquirer environments.
Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
Working knowledge of Postman, network diagnostic tools, or remote-access utilities.
Working knowledge of payment processing, transaction flows, and funding timelines.
Familiarity with gateways, API-based integrations, and network troubleshooting.
Ability to interpret log files, JSON/XML payloads, and error responses.
Excellent communication skills for interacting with merchants and internal stakeholders.
Strong documentation and case management skills in CRM or ticketing systems (Zoho Desk, Zoho Projects, Jira, etc.).
High attention to detail and accountability when handling financial system data.

Nice To Haves

Associate's Degree IT, Information Systems, or related discipline
2 years experience in technical support, FinTech operations, or POS/payment troubleshooting
Experience supporting integrated POS or SaaS-based payment systems.
Exposure to PayFac, ISO, or merchant-acquirer environments.
Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
Working knowledge of Postman, network diagnostic tools, or remote-access utilities

Responsibilities

Respond to incoming customer requests via phone, email and/or chat sessions.
Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
Maintain technical expertise and proficiency with all related and relevant software and computer systems.
Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
Communicate professionally and effectively with customers for follow-up when required.
Maintain relevant skills and credits via internal support continuing education courses.
Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
Validate and create knowledgebase and FAQ solutions.
Client server migration and data restoration.
Comply with Company and department policies and standards; performs other duties as assigned
Responsible for Monitoring, investigating and resolving daily system issues, ensuring merchants experience reliable and secure payment operations.
Troubleshoot POS, terminal, and gateway integration problems using system logs, API data, and internal diagnostic tools.
Collaborate with the Integration Engineer team to escalate advanced issues or implement configuration updates.
Assist in onboarding and setup of new merchants, ensuring all systems are properly linked and tested before activation.
Monitor transaction systems for failures, errors, or delays and take proactive measures to restore service.
Coordinate with payment processor support teams to track open cases or identify network-level issues.
Support PCI compliance and secure handling of all merchant-related data.