Troubleshoot, diagnose, and resolve technical hardware and software issues
Research questions/issues using available information and resources
Identify and escalate situations requiring urgent attention
Log all help desk interactions via computerized ticketing system (Team Support)
Proactively help to build and maintain support infrastructure and documentation including external user facing self-help system and internal support documentation
Share information with other team members on how problems or issues were solved, and proactively work with team
Perform PayTrace product training and product demonstrations to end users
Maintain constructive relationships and listen to our merchants and resellers needs and pain points in order to help provide strategic feedback to other departments

High School Diploma or equivalent required
College degree preferred
A minimum of one (1) year customer service work experience
Competently and confidently interacts with our merchants and sales partners
Problem-solver mindset
Polished written, verbal, and presentation communication skills
Positive team player, group collaborator, and interpersonal communicator
Proficient in Microsoft Office and/or Google Workspace
High level understanding of basic computer components including operating systems, browsers, and peripherals (printers and other attached hardware)
Flexible and eager to learn and work on diverse tasks as needed

Client Services Representative

Key skills