Technical Support Specialist
1 month ago
The Technical Support Level I representative is responsible for providing exceptional customer service and resolving incoming merchant and agent inquiries related to point-of-sale (POS) equipment.
Key Responsibilities- Answer and resolve incoming merchant and agent inquiries
- Provide product information, troubleshooting, and diagnostics
- Work well under pressure and handle escalated issues
- Navigate all systems used within the Technical Support Department
- Representative should have a good working knowledge of the industry
- Representative must have a good rapport with co-workers and supervisors
- Must show dependability (good attendance history)
- Must be able to multi-task
- Must show good phone skills etiquette
- Must show initiative and display good teamwork
- Knowledge and understanding of how various POS equipment's functionality and troubleshooting
- Ability to create downloading files for POS equipment and assist the merchant and agent on how to successfully complete a download
- Must obtain and continue to acquire technical knowledge, as it relates to POS equipment and the industry
- Provide consistent and accurate information to our merchants and agents
- Must understand and be able to meet all statistical requirements set forth for a Technical Support level I representative
- Must understand and comply with company and department's attendance and punctuality policy and procedure
- Must have basic knowledge of Windows-based programs
- Must understand and be able to navigate all systems used within the Technical Support Department
- Must be familiar with download procedures and functions for all supported terminals
- Must understand how to build and edit a download file
- Representative should be meeting all current position requirements
- Must hold an average of 95% or better on all quality monitors
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