Specialist I, Technical Support

Title Specialist I, Technical Support 3rd Party Support Reports To Manager, Technical Support, Operations Job Purpose This role is to provide exceptional service to our merchants, partners, and resellers. Our merchants and partners will call into our call center, seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential. You have an understanding that our merchants' success is also our success. Being able to work in a collaborative and highly motivated environment is critical. The Technical Support Specialist will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. They will have a high-level knowledge of all terminals and are responsible for training, assisting, and escalating to proper parties when needed. Duties and Responsibilities Provide client support via email and telephone Process all technical enquiries, orders, and general administration timely and accurately Coach customers to be product experts so they become increasingly self-sufficient Taking the appropriate action to ensure customer expectations are fully delivered Liaising with internal teams as required Contribute to process improvement in technical support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Leads and Manager Qualifications Prior experience where you can demonstrate your passion for Technical support Be able to work on own initiative as well as part of a team Strong written and oral communication skills Effective administration, planning and organization skills with strong attention to detail and accuracy Ability to work in a fast-paced environment to provide top level customer support Be computer literate (Word, Excel, Microsoft Outlook) Travel Component N/A Working Conditions Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations Job Classification Exempt At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at Skills: Technical Support, Customer Service, Documentation, Microsoft Suite Benefits: Work From Home

#J-18808-Ljbffr