Technical Support Specialist
About The Position
Under the direction of the Technical Support Manager, the Technical Support Specialist 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 and team members with guidance and training on the use of POS systems. Assist Technical Support Representative I & II by ensuring the team has proper tools, and training to perform tasks and job functions. Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires. Aid with Chat Support for the Tech team. Deliver Gateway demonstrations upon request. Providing, sharing technical feedback and constructive training to the team to adhere to company policies and procedures. Follow all card brad compliance rules and regulations for the security and integrity of sensitive information. Handling complex client escalations via telephone, email, chat and any future channel. 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 challenging situations. Other duties assigned.
Requirements
- High school diploma or equivalent.
- 2+ Industry experience in call center or customer support related role.
- 2+ years card payment industry or payment processing with POS terminal technical experience.
- Experience in TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, merchant management CRM's, Gateways preferred.
- Experience in call center environments in the payments industry preferred.
- 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.
Responsibilities
- 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 and team members with guidance and training on the use of POS systems.
- Assist Technical Support Representative I & II by ensuring the team has proper tools, and training to perform tasks and job functions.
- Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires.
- Aid with Chat Support for the Tech team.
- Deliver Gateway demonstrations upon request.
- Providing, sharing technical feedback and constructive training to the team to adhere to company policies and procedures.
- Follow all card brad compliance rules and regulations for the security and integrity of sensitive information.
- Handling complex client escalations via telephone, email, chat and any future channel.
- 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 challenging situations.
- 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
Number of Employees
11-50 employees
