Technical Operations Specialist
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Job Description
Technical Operations Specialist providing support for Fortis technologies and ISV partners. Managing troubleshooting, integration, and payment processing inquiries remotely.
Responsibilities:
- Provide end user support for Fortis technologies along with 3rd party technologies Fortis resells
- Help to integrate Fortis technologies into ISV partners software
- Provide troubleshooting support for these technologies and help troubleshoot integration issues
- Provide support for payment processing inquiries, assisting with transaction research, reporting and more advanced topics requiring research tickets with the payment processor
- Work with ISV’s directly to find solutions for our merchants and help them with integrating our technologies
- Manage and maintain workload through ticket system
- Remain in call queue for inbound calls
- Respond to and address emailed inquiries
- Handle technical support escalation questions and issues
- Work with development team on troubleshooting and supporting Fortis technologies
- Work with Sales Agents with integration and end user support questions
- Work with terminal manufacturers on product capabilities for end user support
Requirements:
- Minimum of five years of help desk experience in a business-related environment, payment industry experience preferred
- PC literacy with strong competency in all Microsoft Office Suite programs
- Possess problem solving skills
- Possess the ability to be accurate with data entry
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Ability to focus
- Ability to multi-task and project manage
- Ability to function well in a high-paced and at times stressful environment
- Ability to use independent judgment in resolving various issues
- Ability to collaborate with team members and other departments
- A+ certification a plus
- Familiarity with configuring basic network firewall options.
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