Technical Support Specialist

3 weeks ago

Plano, United States Fortis Payment Systems LLC Full time
Job DescriptionJob DescriptionDescription:

As a Technical Support Specialist, you will be a point of escalation regarding technical support issues for our merchants. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. You will also be responsible for researching, documenting and communicating the above issues effectively and accurately.

ESSENTIAL DUTIES:

  • Hardware - Terminals and Pin pads
  • Completing Deployment Requests
  • Programing/Shipping of hardware
  • Reprogramming existing hardware
  • Setup/installation of hardware
  • Troubleshooting hardware and software issues
  • Terminal/Warranty Replacements
  • Hardware integrations
  • Understanding the different types of file builds including Retail, Restaurant, MOTO, Internet, Lodging
  • Escalating issues to the proper contacts with the Processor directly or internally
  • Working with the Processor or Internal Departments at Fortis for a resolution
  • Onboarding of new accounts/services including but not limited to:
  • Credit Card Processing
  • ACH Processing
  • Value Added Services such as Gift Cards, Check Services, etc.
  • Utilizing resources and techniques to answer basic and complex questions and solve problems for Merchants, Agents, Partners, and internal Fortis Departments.
  • Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
  • Understanding the functionality of the Fortis (Zeamster) Gateway, and being able to communicate the functionality of the system to Merchants and Agents
  • Scheduling/coordinating conversions for PMS/POS or Gateway
  • Understanding the functionality of our 3rd party gateways, and being able to communicate the functionality of the systems to merchants and agents
  • Understanding the payment industry networks, partnership and being able to work with different payment platforms.
  • Understanding the different ISV relationships and providing ISV support.


Requirements:

REQUIRED SKILLS/ABILITIES:

  • 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

EDUCATION AND EXPERIENCE:

  • Education: Associate’s degree in computer science or related work experience
  • Experience: Minimum of two years of experience in a business-related environment, payment industry experience preferred.
  • Knowledge: IT or computer repair background preferred but not required

PHYSICAL REQUIREMENTS:

  • Working Conditions: This is a hybrid position. Call Center/Office environment.
  • Physical Activities: Occasional standing, stooping, reaching and lifting up to 25 pounds.
  • Physical Demands: Prolonged periods of sitting at a desk, typing on a computer keyboard, and speaking on the telephone. Frequent repetitive motions.







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