Technical Support Specialist
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Job Description
Technical Support Specialist at Maverick Payments providing payments-related technical support and ensuring superior client experience in call center.
Responsibilities:
- Providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing.
- Provide first-class customer service/support via telephone, email, chat, and any future channel.
- Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly.
- Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways.
- Assist Sales partners and merchants in adding equipment and services to merchant accounts.
- Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors.
- Provide clients and team members with guidance and training on the use of POS systems.
- Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance.
- Handling complex client escalations via telephone, email, chat and any future channel.
Requirements:
- High school diploma or equivalent.
- 2+ Industry experience in call center or customer support related role.
- 2+ years card payment industry or payment processing with POS terminal technical experience.
- Experience in TSYS, Fiserv, acquiring or payment processing, ACH services, call center interfaces, merchant management CRM's, Gateways preferred.
- Experience in call center environments in the payments industry preferred.
- Proficiency with Microsoft Suite.
- Knowledgeable in point-of-sale systems and related peripherals.
- Applicable TSYS knowledge.
- Ability to listen to others and communicate in an effective manner.
- Ability to clearly communicate technical related directions in verbal and written form.
- Possesses strong analytical and research skills with strong attention to detail.
- Ability to work autonomously while producing a high output of quality work.
Benefits:
- Competitive Salary, Bonuses and Incentives.
- Comprehensive employer sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with up to a 3% matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition Programs.
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
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