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Technical Support Representative

The Technical Support Representative is responsible for answering the inquiries of merchants in a high-volume, fast paced call center. They are required to satisfy merchants and maintain an excellent image for the company. The Technical Support Representative supports and provides superior service via phones, e-mails and faxes as a receiver and caller using probing questions and listening skills that pillar effective telephone communication. They understand the impact of attitude in handling calls professionally and use the most appropriate means to communicate with different behavior types on the telephone. Having the ability to apply a high level of elements to build a positive rapport with different types of merchants and use proper etiquette to satisfy various situations effectively controlling different scenarios.     

Key Responsibilities:

  • Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
  • Helps resolve customer complaints, ensuring that problems can be resolved in a timely manner, and following up with customers issues when necessary.
  • Meet Statistical Requirements for the shift and maintain an acceptable call quality monitor score
  • Build and edit download files
  • Familiarity with procedures and functions for all supported terminals
  • Complete wireless activations and issue Datawire id’s
  • Provide support for mobile applications
  • Additional Responsibilities as assigned or requested by management.

Key Competencies:

  • Excellent Telephone Etiquette.
  • Knowledge of Microsoft and relevant computer applications/systems.
  • Excellent written and verbal communication skills.
  • Excellent Analytical Skills
  • Excellent Organizational skills

Experience and Education:

  • Bachelor’s Degree Preferred or equivalent industry experience.
  • Knowledge of the Payment Card Industry a plus.
  • Customer Service/call center experience.
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