Support Specialist

Essential Duties

· Integrate and implement software solutions, hardware and services for new client accounts

· Remotely install Integrated hardware and software

· Setup and configure integrated hardware

· Enter client processing account credentials into partner software

· Configure integration with partner software

· Test and confirm ability to perform all integrated features

· Train clients on how to use integrated features Integrated reporting tools

· Clearly and concisely document all client interactions according to department procedure, keeping detailed, accurate notes; updating account statuses as needed

· Provide customized training on standalone hardware and online portals

· Provide custom tailored training to clients on use and best practices for online virtual terminal, credit card and ACH reporting, payment requests, and user creation based on their business needs

· Provide detailed training on integrated business analytics tools

· Train clients on setup, use and function of non-integrated, standalone EMV devices

· Client First with a servant mentality

· Approach every client interaction with the client’s specific needs in mind

· Provide every client with a ‘White Glove’ experience by helping them feel and understand our passion for their success

· Help our clients understand the value, not just the function, of our software, solutions, and services

· Understand our client’s business timelines, monitoring their accounts, and following through with our clients as they pass their important onboarding milestones

· Receive and accept client feedback, coordinating with other departments as necessary to drive a continuous differentiated, positive experience for the client

· Frequently collaborate with partners and internal development teams to improve documentation, processes and resolve client concerns

· Utilize Gmail to respond to client email request

· Utilize Google Meetings to interact with clients and provide group training

· Utilize other G Suite services to communicate with internal teams

· Understand and adhere to PCI process and procedure

· Perform the necessary level of data verification for client interactions

· Understand the basics of PCI requirements for clients and be able to help answer or direct their PCI related questions.

· Post Implementation Responsibilities

· Follow-up with clients on their go-live date to confirm successful processing.

· Provide additional training or configuration as necessary

· Facilitate communication between the client and appropriate parties for questions or requests as necessary

· Knowledge growth

· Add and research entries into the company knowledge base

· Crosstrain within department roles to be a backup resource when needed

· Research and learn new Integrated products, integrations, and partner products

· Other duties as Assigned by Supervisor/Manager

· Regular attendance and compliance within the schedule assigned

Required Qualifications

· 2-3 years of Implementations experience (or equivalent in technical support and client success)

· Strong client service and professional skills over the phone

· Have a servant mentality and be able to meet the needs of the client first

· The ability to communicate effectively in both written and verbal formats

· Multitasking capabilities and strong attention to detail

· Excellent logic, reasoning and decision-making skills

· Ability to quickly learn and adapt to changing technology

· Ability to work under pressure, in a team environment

· Ability to troubleshoot Windows and Apple based Operating Systems

· Understanding of high-level concepts around Terminal Services, Cloud Based Software and Software as a Service (SaaS)

· Understanding of home/ business networks (wire and wireless) using multiple network technologies and consumer/business peripherals, such as switches, routers, modems, printers, etc.

· Understanding of networking technologies TCP/IP, DNS, and firewalls

· Understanding of internet connectivity using cable, DSL, satellite, dial-up

· Understand Terminal Services, their functions/limitations, and how to configure software and hardware in that environment

Preferred Qualifications

· Previous experience with Salesforce, Confluence, and G Suite

· Understand the concepts around load balanced servers and distributed computing

· Understand the concepts around Virtual Machines, how they are used and how setup varies when using a virtual machine

Job Type: Contract

Pay: $22.00 - $23.00 per hour

Expected hours: 40 per week

Schedule:

• Monday to Friday
• Morning shift

Work Location: In person

Salary : $22 - $23