Overview When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise. InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future. You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram. About This Opportunity As a Technical Operations Specialist, you will enable and upgrade terminals at merchant locations, troubleshoot issues, and support special terminal-related projects. You will also document new processes, collaborate with peers to improve procedures, and escalate critical customer issues to ensure prompt resolution. Responsibilities Enable terminals that have been shipped to merchant locations. Perform software upgrade to terminals in the field as needed. Actively participate in documenting any new troubleshooting process in team’s centralized repository. Assist with task outside the departments ticketing process; product testing, failed transaction troubleshooting. Support Special terminal-related projects as assigned. Troubleshooting terminal issues at a tier 2 level from a trouble ticket queue. Escalates all customer issues to ICT Operations Senior Manager or Project Manager to assure immediate customer support/resolution. Always observes contractual obligations, turnaround time, call back time. Support all systems in accordance with department guidelines Meet with peers from other departments to drive process improvement, documentation, issue resolution and prevention. Qualifications Preference given to candidates possessing Spanish/English or English/French communication skills. Excellent project coordination skills. Strong attention to detail. Excellent Account Management and Client Relationship skills. Demonstrated ability to interface successfully as the point of contact for external and internal customers. Maintain high-level of client satisfaction and confidence. Ability to cope effectively in fast-paced, stressful situations. Recognition of when issues need to be escalated to management. Ability to think and act independently while making appropriate decisions ensuring best approach for each project in queue. Adaptability/flexibility Excellent time management and prioritization skills Strong written and oral communication Ability to learn, retain and apply complex technical information core to job function Proficient in Microsoft Office especially Outlook, Excel, and Word Strong verbal and written communication skills. InComm Canada Prepaid Inc. is committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act. InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law. *This position is eligible for the Employee Referral Bonus Program - Tier I #LI-WS1