Line of Business Role Description
The Technical Support Representatives will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.
•Provide clients with a personalized rewarding experience that starts with answering Merchant clients’ questions as well as understanding each client’s unique needs
•Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads
•Use resources, technology and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices
•Answer “How To” quick-fix questions about supported mobile POS software
•Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
•Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams
•Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.
•Maintain a high percentage of issue resolution within first customer interaction
•Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience
•Work fluctuating shifts and extended hours as needed and be available for “on-call” weekend/holiday hours as requested
•Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
•1+ years experience in an inbound call center environment and/or a strong technical troubleshooting background.
•1-2 years of experience in Credit Card/Merchant Services industry experience preferred, or
•1-2 years of experience troubleshooting Hardware or Software applications
•Excellent interpersonal, written, and oral communication skills.
•Strong technical troubleshooting Help Desk experience in a hardware and/or software environment
•Ability to collaborate with internal and external partners to resolve complex customer escalations
•Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
•Ability to express ideas in a clear and concise manner
•Strong consensus building ability with effective conflict resolution and negotiation skills
•Ability to meet productivity and performance goals
•Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
•Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
Has the ability to learn and adapt to new information and technology platforms.
Working Shift Monday-Friday 7:30am-4:30pm EST
1st shift (United States of America)
Hours Per Week:
Learn more about this role