Technical Support Specialist II

Bluefin Payment Systems • GA, SC

2d

About The Position

Bluefin is seeking a Technical Support Specialist II to work directly with clients to set up and troubleshoot POS terminals, integrated POI solutions, e-commerce gateways, mobile payments, and P2PE security solutions. The role calls for a technically savvy, customer-focused professional with strong interpersonal skills who can support customers with expertise, precision, and empathy. This position reports to the Manager, Technical Support.

The specialist resolves support inquiries and technical issues involving payment gateways, software, e-commerce, point-of-sale systems, and P2PE security applications. Support is provided through phone, Salesforce cases, web-based chat, and other channels, with ownership through resolution. The role also serves as an escalation point for Sales, works with proprietary and external POS systems, partners with Sales on product input, and deploys hardware, gateway, and security application solutions through an internet-based vendor portal. A flexible and on-call schedule may be required.

Requirements

• High school diploma.
• At least one year of technical support experience is preferred.
• Basic knowledge of HTML, JSON, and XML is preferred.
• Excellent adaptable written and verbal communication skills and strong interpersonal skills when working with customers and internal teams.
• Basic knowledge of networks, the ability to read network diagrams, and familiarity with network troubleshooting techniques such as ping, tracert, and ipconfig.
• Team-oriented, results-driven, and able to gather data to solve problems.
• Self-starter with the ability to learn new applications and systems quickly.
• Able to multitask in a fast-paced, turn-key environment and work overtime as requested by the manager; on-call availability is required.
• Proficient in Microsoft Office and able to learn and use Salesforce CRM.
• Able to work a flexible and on-call schedule as required.

Nice To Haves

• College degree in a technical field.
• Experience with point-of-sale payment gateway, terminal, and register systems.
• Knowledge of data encryption protocols.

Responsibilities

• Resolve POS gateway and software inquiries from merchants and partners.
• Identify, report, troubleshoot, and resolve e-commerce, point-of-sale, and P2PE security application issues.
• Respond to customer tickets by phone, Salesforce cases, web-based chat, and other methods, and follow through to resolution.
• Serve as the point of escalation for POS gateway and software service inquiries from the Sales team.
• Research, troubleshoot, and resolve customer issues on proprietary and external POS systems.
• Use an in-depth understanding of networking concepts and common issues to identify and resolve problems.
• Partner with Sales teams to provide product input for POS solutions.
• Deploy hardware, gateway, and security application solutions to customers using an internet-based deployment vendor portal.

What This Job Offers

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