Resolving POS gateway and software inquiries from merchants and partners.
Performing as the point of escalation for POS gateway and software service inquiries from our Sales team.
Partnering with Sales teams to provide product input for POS solutions.
Researching, troubleshooting, and resolving issues for our customers on both proprietary and external POS systems.
Identifying, reporting, troubleshooting, and resolving ecommerce, point-of-sale and P2PE security application issues.
Deploying hardware, gateway and security application solutions to customers using internet-based deployment vendor portal.
Must be proactive and take ownership in responses of customer tickets via phone, Salesforce cases, web-based chat and other methods and follow through to resolution.
Ability to work a flexible and on-call schedule as required.

High school diploma; college degree in technical field highly preferred
Preferred of one (1) year of technical support experience with basic HTML, JSON, XML knowledge
Point-of-sale (POS) payment gateway, terminal and register systems is highly desirable.
Basic knowledge of networks, the ability to read network diagrams, and network troubleshooting techniques such as ping, tracert, ipconfig, etc.
Must be a self-starter with the ability to learn new applications and systems quickly
Must be able to multi-task, work in a fast paced, turn-key environment, and be willing to work overtime as requested by manager (on-call is required for this position).
Knowledge of data encryption protocols preferred.
Excellent and adaptable communication skills (both written and verbal), along with excellent interpersonal skills working directly with customers and internal colleagues
Must be a team player, results-driven, and a data-gathering problem solver.
Must be proficient in Microsoft Office with ability to learn and use Salesforce CRM system.

Technical Support Specialist II

Key skills