Technical Support Representative II

Role Overview

• Under the direction of the Technical Support Manager, the Technical Support Representative II 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 with guidance and training on the use of POS systems.
• Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires.
• Follow all card brand 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.
• Supporting specialized projects on an as-needed basis to fully follow through and final completion as directed by the leadership team.
• Other duties as assigned.

Requirements

• High school diploma or equivalent.
• 2+ years of relevant technical experience.
• 1+ year in a call center environment within the payments industry a plus.
• Some college or college degree.
• 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.

Tech Stack

• TCP/IP

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 matching contribution.
• Commitment to Career Development and Advancement.
• Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!