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Technical Support Specialist
2 months ago
Position Summary: The Technical Support Specialist plays a crucial role in ensuring the smooth operation of merchant transactions by monitoring and resolving issues that arise in a high-volume environment.
Key Responsibilities:
- Monitor millions of transactions daily, ensuring accuracy and efficiency.
- Provide troubleshooting support to resolve issues effectively and promptly.
- Participate in an extensive training program to become the primary escalation point for fellow analysts.
Work Environment: This position operates within a 24/7, 365-day framework, utilizing a Windows operating system and essential software tools such as MS Office Suite and Microsoft Outlook.
Performance Expectations: The team collectively manages approximately 200 emails and handles 10-50 support tickets per shift, with a significant portion of communication occurring through outbound calls.
Essential Skills and Qualifications:
- Proven experience in a customer-facing service role, focusing on external clients.
- Ability to grasp and learn technical information, supported by relevant certifications or experience.
- Strong initiative and teamwork capabilities.
- Analytical mindset with a focus on problem-solving.
- Proficiency in multitasking under pressure and adapting to new tools and tasks.