Responsibilities

Research and resolve POS integration inquiries from our Resellers/VAR’s Research, diagnose, and resolve customer’s issues: strive for first call resolution whenever possible  Work is very complex, involving the application of advanced technical/troubleshooting skills in an area of specialization. Learn deep knowledge of our company’s partners, products, services, and features we offer to field wide variety of support calls  Some support calls originate from merchants in the hospitality industry that use MICROS and Opera IPOS systems and involve credit card and gift card authorization and settlement support. Must understand technical fundamentals of computer systems and/or credit card processing and have the ability to communicate technical instructions and resolution procedures and in a clear and concise manner, both verbally and in writing. Listening attentively to customer needs and concerns; while maximizing opportunity to build rapport with the customer and our VAR’s Diagnose customer issues through process of elimination by asking probing questions as well as provide resolution by identifying problems & improving performance; researching answers & guiding customers through corrective  steps Receive & resolve inbound calls, chats, projects, & manage the team caseload. Work directly with Vendors and Resellers to resolve any processing issues on both the front/back end integrations This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments. Keep abreast of software releases, new feature functionality of software, updates, departmental policies and procedures and installation procedures.  As a Payment Support Technician, you will occasionally be called upon to perform other duties not included in this job description. Demonstrate exemplary performance & attendance Must be flexible in work hours for 24/7 Call Center needs.

Qualifications

High school diploma or equivalent is preferred. Knowledge of customer service core principles and practices. Associate’s degree in Computer Information Technology (preferred) and/or a minimum of two years of related technical support experience. Experience working with credit card terminals, POS equipment, 3rd party Stage Only VAR’s. Familiarity with the credit card processing authorization and settlement process as well as major credit card processor auth/settlement file specifications (incl. Vital, PTI, Global, NPC, FDMS, TSYS) and interchange qualification requirements is a plus. Experience with Micros/Oracle Systems a plus. Experience with Microsoft SQL a plus. Excellent listening, written, and verbal communication skills. Strong problem-solving skills with proficient attention to detail. Must be able to handle multiple tasks at once in a fast-paced call center environment. Familiarity with Office Suite, Google Sheets, Knowledge Base use, & Excel. Proficient in relevant computer applications. Bilingual (English/Spanish) is a plus, but not required.