Technical Support Representative

Role Summary / Big Picture

The Technical Support Representative within the Financial Payments Industry is a pivotal role responsible for ensuring seamless transactions, fostering strong client relationships, and elevating the customer experience to new heights. This role requires a unique blend of technical expertise, exceptional communication skills, and deep industry knowledge. As the first point of contact for our customers, the Specialist is dedicated to resolving issues quickly and efficiently, ensuring each customer interaction is handled with professionalism and care. This position plays a critical part in maintaining high satisfaction levels, reducing friction in customer interactions, and contributing to the overall success of the business.

Expectations

Key Responsibilities

The following responsibilities highlight the core functions and expectations for this position, ensuring a comprehensive and well-rounded approach to customer support in the financial payments sector.

• Customer Engagement & Issue Resolution: Answer inbound calls from customers, addressing a range of inquiries including billing issues, product challenges, service questions, and other client concerns.
• Ticket Management: Open, document, and resolve trouble tickets in a timely manner, ensuring all customer issues are tracked and properly addressed.
• Customer Relationship Building: Consistently maintain a high level of professionalism and work to establish rapport, fostering long-term relationships with customers.
• Professionalism in Communication: Provide clear, courteous, and tactful support to both internal and external stakeholders, ensuring an empathetic and positive experience in all interactions.
• Effective Problem-Solving: Troubleshoot and resolve technical and service-related problems, employing creative solutions to keep customers satisfied and loyal.
• Data Management: Update and maintain accurate customer information in the service database during and after each interaction, ensuring data integrity and up-to-date records.
• Continuous Learning & Adaptability: Collaborate with the management team to stay informed about product updates, changes in company policies, and new service offerings.
• Customer Retention: Focus on not only resolving problems but also turning challenging situations into opportunities to build customer loyalty and support the company’s bottom line.

Qualifications

The qualifications outline the required education, experience, and credentials, ensuring a high standard for candidates. These guidelines ensure a qualified, professional fit for the role.

Minimum | Ideal

Education Level:

• High school diploma or equivalent
• Bachelor’s degree in a relevant field (business, finance, or communications)

Relevant Work Experience:

• Minimum 1 year of technical or customer support experience in merchant services or financial services
• 2-3 years of experience in merchant services or a related customer service field

Credentials / Certifications:

• None required
• ETA-CPP (Electronic Transactions Association – Certified Payments Professional)

Skills

The following technical and interpersonal skills are crucial for success in this role, enabling candidates to effectively support both the customers and the organization.

Technical Skills:

• Microsoft Office Proficiency: Strong working knowledge of Word, Excel, and Outlook for documentation, communication, and data management.
• CRM Software & Payment Tools: Experience using customer relationship management (CRM) platforms and payment processing systems to track interactions and manage transactions.
• Technical Expertise: Solid understanding of payment processing systems, including terminals, gateways, and associated equipment, is essential to provide efficient troubleshooting and support.

Interpersonal Skills:

• Communication: Exceptional verbal and written communication skills, with an ability to clearly explain complex concepts to customers.
• Problem-Solving: Strong analytical skills, with a knack for quickly identifying issues and implementing solutions.
• Attention to Detail: Meticulous attention to customer needs and documentation, ensuring nothing is overlooked during interactions.
• Financial Knowledge: Solid understanding of financial services and payment systems, ensuring informed, confident responses to inquiries.
• Customer-Centric: A customer-first mindset with a passion for providing excellent service and resolving issues efficiently.
• Team Collaboration: Ability to work well independently and as part of a collaborative team, fostering an environment of support and mutual success.
• Adaptability: Capacity to stay up to date with rapidly evolving technologies and industry trends.
• Empathy & Patience: Demonstrated patience and understanding when dealing with frustrated customers, showing empathy and working toward satisfying resolutions.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Work Location: In person