Payments Support Representative I

Responsibilities

• Research and resolve POS integration inquiries from our Resellers/VAR’s
• Research, diagnose, and resolve customer’s issues: strive for first call resolution whenever possible 
• Work is very complex, involving the application of advanced technical/troubleshooting skills in an area of specialization.
• Learn deep knowledge of our company’s partners, products, services, and features we offer to field wide variety of support calls 
• Some support calls originate from merchants in the hospitality industry that use MICROS and Opera IPOS systems and involve credit card and gift card authorization and settlement support.
• Must understand technical fundamentals of computer systems and/or credit card processing and have the ability to communicate technical instructions and resolution procedures and in a clear and concise manner, both verbally and in writing.
• Listening attentively to customer needs and concerns; while maximizing opportunity to build rapport with the customer and our VAR’s
• Diagnose customer issues through process of elimination by asking probing questions as well as provide resolution by identifying problems & improving performance; researching answers & guiding customers through corrective  steps
• Receive & resolve inbound calls, chats, projects, & manage the team caseload.
• Work directly with Vendors and Resellers to resolve any processing issues on both the front/back end integrations
• 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.
• Keep abreast of software releases, new feature functionality of software, updates, departmental policies and procedures and installation procedures.
•  As a Payment 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 preferred.
• Knowledge of customer service core principles and practices.
• Associate’s degree in Computer Information Technology (preferred) and/or a minimum of two years of related technical support experience.
• Experience working with credit card terminals, POS equipment, 3rd party Stage Only VAR’s.
• Familiarity with the credit card processing authorization and settlement process as well as major credit card processor auth/settlement file specifications (incl. Vital, PTI, Global, NPC, FDMS, TSYS) and interchange qualification requirements is a plus.
• Experience with Micros/Oracle Systems a plus.
• Experience with Microsoft SQL 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.
• Familiarity with Office Suite, Google Sheets, Knowledge Base use, & Excel.
• Proficient in relevant computer applications.
• Bilingual (English/Spanish) is a plus, but not required.