Requirements

📍Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives. 📍Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer. 📍Improve terminal performance by identifying problems; recommending changes. 📍Diagnose customer issues through process of elimination by asking probing questions. 📍Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps. 📍Receive & resolve inbound calls, emails, chats, tasks, & Tickets. 📍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. 📍As a 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 required. 📍2+ years Technical Support/ troubleshooting experience. 📍Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is 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. 📍Interact and coordinate with other departments to resolve customer issues. 📍Ability to adapt to and implement change. 📍Creative and forward-thinking. 📍Proficient in relevant computer applications. 📍Bilingual (English/Spanish) is a plus, but not required. 📍Experience in the banking or credit card processing industry preferred. 📍Knowledge of customer service core principles and practices. 📍Familiarity with the Microsoft Office Suite.