Technical Support Specialist

Fortis•Plano, TX

10d

About The Position

At Fortis, a provider of payment technologies and solutions, the Technical Support Specialist is the first line of support for merchants using Fortis products and services. The role handles inbound support requests, troubleshoots issues related to the Fortis Gateway and Ingenico hardware, and provides merchants with timely, accurate assistance. It is described as an entry-level opportunity for someone with strong customer service skills who wants to grow in the payment processing industry.

Requirements

High school diploma or equivalent.
At least 1 year of experience in customer service or technical support.
Basic knowledge of hardware setup and troubleshooting.
Ability to learn internal tools and platforms.
Clear verbal and written communication skills.
Comfort supporting customers via phone, email, and chat.
Strong troubleshooting skills, attention to detail, and accurate case documentation.
Collaborative mindset and willingness to learn and adapt in a fast-paced environment.

Nice To Haves

Relevant coursework or degree.
Experience in payments or POS hardware.
Familiarity with Ingenico hardware.

Responsibilities

Provide technical support for Ingenico hardware, including setup, installation, and basic troubleshooting.
Assist merchants with navigation and functionality of the Fortis Gateway.
Process deployment requests and reprogramming for payment terminals.
Troubleshoot basic hardware and software issues and escalate issues involving gateways and payment processing terminals when needed.
Manage terminal replacements and warranty claims.
Respond to support inquiries via phone, email, chat, and case management systems.
Research and resolve issues using internal documentation and resources.
Accurately document issues, actions taken, and resolutions in support systems.
Use the company Wiki and other internal tools to find and follow documented procedures.
Work with internal teams to escalate issues and collaborate on solutions.
Maintain awareness of updates to Fortis products and services.