Tech Associate

1 week ago

Elk Grove Village, United States Dolphin Merchant Services Full time

**Tech Associate Needed**

**Job Summary**

Type of of work

Program hardware, repairs of hardware, support on phone and zoom, on-site repairs. Install new hardware setup related to payment industry like point of sale, ATMs credit etc update online store equipments, prefer to be IT savvy to do basic postings online and setting website works etc

Services provide to customer Atms, Airvac system, credit card services, POS..

Needs car and be able to go to on site Jobs' as needed

**What you'll be doing**:

- Diligently manage customer cases within the Customer Relationship Management (CRM) tool, and communicate any perceived delays to management immediately upon identification.
- Interact with multiple departments and provide strategic insight to solve enterprise-wide issues that impact our customer base.
- Identify technical issues through feedback while engaging with customers and sales partners who request to escalate service challenges.
- Serve as an escalation point for internal customers and work on time sensitive matters with advanced technical issues and provide detailed information on solutioning.
- Serve as backup to Technical Support 1 queues as assigned.
- Complete assigned tasks within the TES Workflow. As well as self manage time required to complete tasks.
- Maintain the set goals for adherence, tickets and projects.

**Duties and Responsibilities**
- Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve merchants inquiries.
- Update potential customer information in our CRM system
- Creating invoices in an electronic environment; monitor and make changes for many special and varied billing arrangements
- Troubleshoot and respond to customer and internal questions regarding merchant POS (point of sale) processing
- Follow communication “scripts” when handling different topics for reference guide and best practices.
- Build sustainable relationships and engage customers by taking the extra mile
- Frequently attend trainings to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets, Meet strict daily deadlines while insuring accuracy
- Independently and responsively communicate with management and customers to effectively assist and resolve issues, both pricing and reconciliations
- Maintain metric goals, communicate issues, concerns and suggestions effectively
- Contribute to team effort by accomplishing related results as needed
- Participate in servicing, growing and retaining the customer portfolio.
- Assist and educate new and existing customers on available servicing technology which includes online portals and mobile technology.
- Resolve customer issues with tact and diplomacy.
- May be responsible for opening and closing the office as needed.
- Participate in outbound calling and other sales related activities.

**What we need from you**:

- High school diploma or equivalent.
- Minimum two (2) years’ experience in a technical support, internal help desk, or desktop support role
- REQUIRED
- Minimum 6 months’ experience with a payments company in a technical support, customer support, or help desk role.Preferred
- Strong technical aptitude and ability to explain processes to others.
- Ability to adapt quickly to change and manage stress effectively.
- Excellent problem solving skills with the ability to quickly learn new software, operating systems and processing methods/platforms.
- Ability to complete tasks with mínimal guidance.
- Ability to accept/implement coaching feedback in order to achieve individual and team performance goals.
- Professional and clear communication skills - verbal and written Ability to quickly learn and adapt to changing technology and priorities
- Self-starter, attention to detail, well-organized, and strong problem-solving abilities
- Ability to adapt in a growing and diverse environment
- Ability to work effectively on a team, independently, and collaborate with other departments
- Proficient computer skills
- B2B experience required

**Compensation & Benefits**:

- Full-Time employment
- Health benefits
- Training and career growth opportunity
- 40k to 50k income

**COVID-19 Precaution(s)**:

- Temperature screenings
- Social distancing guidelines in place
- Sanitizing, disinfecting, or cleaning procedures in place

Pay: $40,000.00 - $50,000.00 per year

**Benefits**:

- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Compensation package:

- Hourly pay

Experience level:

- 1 year

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Technical support: 2 years (required)
- merchant service: 2 years (required)

Ability to Commute:

- Elk Grove Village, IL (required)

Ability to Relocate:

- Elk Grove Village, IL: Relocate before starti

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