Position: Technical Support Representative Direct Reports : None

SUMMARY

Technical support specialist for POS and payment solutions including but not limited to: CLOVER, PAX, Valor, Pay Hub Gateway, Mobile and eCommerce. Additional internal IT support for technical and network support as needed.

ESSENTIAL DUTIES

Provides technical support

- Troubleshoots/gathers information on product problems

- Researches complex/unique information and responds in a timely manner

- Resolves hardware issues to ensure transaction processing

- Responds to escalated calls from other Technical Support Representatives

- Research and support troubleshooting IT issues that may impact internal and external communication and connectivity with partners and merchants

- Must work with inventory administrator to maintain acceptable levels of product

Satisfies quality assurance requirements

- Ensures all initial set ups are completed on a timely manner

- Provides adequate installation and product training

- Research and testing before deployment

Establishes appropriate links for customer use

- Creates credentials, provides links and resources for customer to use

Provides CLOVER POS setup and support

- Completes POS deployment

- Completes POS set-up WITH re-provisioning

- Troubleshoots/gathers information on customer problems

- Creates tickets for escalated issues to FD

- Must test new product enhancements upon release

Provides PAX POS setup and support

- Troubleshoots/gathers information on customer issues

- Completes PAX file builds, and downloads

- Takes care of new orders and deployment

- Handles re-programs

- Works along with PAX support on advanced topics

- Must test new product enhancements upon release

Provides Dejavoo setup and support

- Creates stage only file on TSYS and PPS

- Completes Dejavoo set up, card reader set up and/or re-programming

- Installation and training

- Provides complete service to Central Payments

- Escalate issues to developers

- Must test new product enhancements upon release

EDUCATION and/or EXPERIENCE

Requires technical High School Diploma (some college preferred or equivalent experience) and a minimum of three (3) years of technology experience (batching, printer problems, transaction processing systems and file building). Exceptional problem solving/assessment skills, strong verbal, written, research, organization, problem resolution and attention-to-detail skills required. Teamwork, follow-up skills, ability to multi-task and PC literacy also required.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Skills and Skill Level

• Can use Excel to enter data into spreadsheet templates or use simple formulas to calculate data
• Able to interpret data and recommend actions
• Demonstrates use of good deductive reasoning skills
• Effective time-management/prioritization
• Customer service skills and demeanor
• Uses effective business writing skills – so they can acknowledge the issues, concern or complaint, and articulate the actions needed or taken to solve it in words that are professional, courtesy, clear and to the point
• Possesses and demonstrates critical thinking skills and rationale
• Comfortable asking questions and probing for answers
• Bilingual a plus

Other Qualities

· Is punctual; has a reliable attendance record

· Sounds enthusiastic and competent when answering the phone

· Seeks new assignments if ever there is "down time"

· Checks to ensure work is complete and accurate before finishing an assignment

· Seeks guidance when they are not sure how to handle a given situation

· Remains polite and calm, even when a caller is not

· Demonstrates eagerness to learn new things

· Able to work independently with minimal supervision

· Keeps an interested level of attitude

Typical work day is 8:00-5:00 PM Monday through Friday; some weekend rotation is required

Please include salary requirements to be considered