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Technical Support Specialist

2 months ago


Phoenix, Arizona, United States TEKsystems Full time
Job Overview

Position Summary: The Technical Support Specialist will play a crucial role in ensuring the smooth operation of our merchant transaction team, which oversees millions of transactions on a daily basis.

Key Responsibilities:

  • Monitor transactions and troubleshoot issues to achieve full resolution.
  • Participate in a comprehensive training program lasting several weeks to become an escalation point for other analysts.
  • Work within a 24/7 operational environment utilizing Windows OS, including tasks related to file transfers and the Microsoft Office Suite.

Daily Operations: The team collectively handles approximately 200 emails and 10-50 support tickets per shift, with a significant portion of support provided through outbound calls.

Shift Availability:

  • Front end nights: Sunday-Tuesday and alternating Saturdays from 6pm to 6:30am.
  • Back end nights: Wednesday-Friday and alternating Saturdays from 6pm to 6:30am.
  • Front end days: Sunday-Tuesday and alternating Wednesdays from 6am to 6:30pm.
  • Back end days: Thursday-Saturday and alternating Wednesdays from 6am to 6:30pm.

Training Schedule: All shifts will undergo training Monday through Friday, 7am to 4pm, for approximately 6-7 weeks.

Essential Skills:

  • Proactive and able to take initiative.
  • Team-oriented with strong collaboration skills.
  • Analytical mindset focused on problem resolution.
  • Ability to manage multiple tasks in high-pressure situations.
  • Willingness to learn new tools and processes.