Technical Support Specialist

Fortis•Plano, TX

12d

About The Position

At Fortis, we lead the way in next generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space. As a Technical Support Representative, you will be the first line of support for merchants using Fortis products and services. You’ll handle inbound support requests, troubleshoot issues related to the Fortis Gateway and Ingenico hardware, and ensure merchants receive timely and accurate assistance. This entry-level position is ideal for candidates with strong customer service skills and a desire to grow within the payment processing industry.

Requirements

Education: High school diploma or equivalent required; relevant coursework or degree preferred
Experience: 1+ year in customer service or tech support; experience in payments or POS hardware is a plus
Technical Skills: Basic knowledge of hardware setup/troubleshooting (Ingenico preferred); ability to learn internal tools and platforms
Communication: Clear verbal and written communication skills; comfortable supporting customers via phone, email, and chat
Problem-Solving: Strong troubleshooting skills with attention to detail and accurate case documentation
Teamwork: Collaborative mindset with a willingness to learn and adapt in a fast-paced environment

Nice To Haves

experience in payments or POS hardware is a plus

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/software issues and escalate when needed with gateways and payment processing terminals
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
Ensure accurate documentation of issues, actions taken, and resolutions in support systems
Use the company Wiki and other internal tools to find and follow documented procedures
Work closely with internal teams to escalate issues and collaborate on solutions
Maintain awareness of updates to Fortis products and services