Technical Support Specialist II

Bluefin Payment Systems

4h

About The Position

We are seeking a Technical Support Specialist II to work directly with clients in setting up and troubleshooting POS terminals and integrated POI solutions, e-commerce gateways, mobile payments and P2PE security solutions. The right candidate is technically savvy, customer-focused, and possesses exceptional interpersonal skills to support our customers with expertise, precision, and empathy. This position reports to the Manager, Technical Support.

Requirements

• To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
• High school diploma; college degree in technical field highly preferred
• Must be a self-starter with the ability to learn new applications and systems quickly
• Must be able to multi-task, work in a fast paced, turn-key environment, and be willing to work overtime as requested by manager (on-call is required for this position).
• Excellent and adaptable communication skills (both written and verbal), along with excellent interpersonal skills working directly with customers and internal colleagues
• Must be a team player, results-driven, and a data-gathering problem solver.
• Must be proficient in Microsoft Office with ability to learn and use Salesforce CRM system.

Nice To Haves

• Preferred of one (1) year of technical support experience with basic HTML, JSON, XML knowledge
• Point-of-sale (POS) payment gateway, terminal and register systems is highly desirable.
• Basic knowledge of networks, the ability to read network diagrams, and network troubleshooting techniques such as ping, tracert, ipconfig, etc.
• Knowledge of data encryption protocols preferred.

Responsibilities

• Resolving POS gateway and software inquiries from merchants and partners.
• Performing as the point of escalation for POS gateway and software service inquiries from our Sales team.
• Partnering with Sales teams to provide product input for POS solutions.
• Researching, troubleshooting, and resolving issues for our customers on both proprietary and external POS systems.
• Identifying, reporting, troubleshooting, and resolving ecommerce, point-of-sale and P2PE security application issues.
• Deploying hardware, gateway and security application solutions to customers using internet-based deployment vendor portal.
• Must be proactive and take ownership in responses of customer tickets via phone, Salesforce cases, web-based chat and other methods and follow through to resolution.
• Ability to work a flexible and on-call schedule as required.

What This Job Offers

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