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Technical Support Specialist

2 months ago

Newton, United States Paytronix Full time

**The kind of person we're looking for**:
The Technical Support Specialist (TSS) is the primary troubleshooting and resolution expert for our customers when they encounter problems with their Paytronix platform. Customer centricity, attention to detail, effective communications, and technical aptitude are the defining characteristics of the ideal TSS. The TSS should be able to understand the nature of customer requests quickly, and either resolve independently, or follow proper procedures to pull in other Paytronix resources, as appropriate. The TSS will be highly responsive to the inquiries of our customers and effectively communicate updates, instructions, and resolutions. TSS's will leverage their technical curiosity and passion for solving customer questions to provide exceptional customer service for every client that they interact with.

**The kind of stuff you'll be doing**:

- Assist client corporate Marketing and/or IT staff with remote troubleshooting of restaurant and convenience store technical environments
- Triage, diagnose, and resolve complex technical issues for customers
- Manage a dynamic queue of support cases with attention to client alignment and satisfaction
- Provide technical guidance on all aspects of the Paytronix platform
- Perform set-up and configuration of the Paytronix platform to support customer needs
- Capture complete case notes in our case tracking system, including customer communications, troubleshooting steps and results, and resolution.
- Escalate cases as appropriate, including on behalf of Enterprise clients, and ensure successful closed loop with all stakeholders
- Effectively balance rapid case resolution with maintaining high quality of service and communication
- Draft training and reference materials for customers to access in our Customer Resource Center to help educate and strengthen their use of the Paytronix platform.
- Ensure cases are addressed and resolved according to documented Service Level Agreements (SLAs)
- Accurately capture and communicate client enhancement requests to product development teams

**The kind of skills and experience you'll need**:

- Experience working in client support
- Excellent verbal and written communication skills
- Some education in an IT-related field or equivalent experience
- Proven ability to learn new, complex technology quickly
- Passion for working with clients through technical problems
- Ability to maintain an empathetic and positive attitude when working with customers through challenging problems
- Ability to establish clear purpose before action
- Ability to manage multiple cases/conversations concurrently

**The extra stuff that would be nice**:

- Experience with Salesforce
- Previous experience working with point-of-sale systems

**Salary**: $80,000-90,000

**Benefits**:
Medical
- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)
- Dental - Select from 2 Dental plans, including adult Orthodontics
- Vision - 1 plan available
- Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)
- 401K with generous company match; 2-year vesting
- Flexible Spending Account (FSA)
- Health Reimbursement Account (HRA)
- Tuition Reimbursement
- Generous PTO

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