Technical Support Specialist

Technical Support RepresentativeAt Fortis, we lead the way in next generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space.As a Technical Support Representative, you will be the first line of support for merchants using Fortis products and services. You'll handle inbound support requests, troubleshoot issues related to the Fortis Gateway and Ingenico hardware, and ensure merchants receive timely and accurate assistance. This entry-level position is ideal for candidates with strong customer service skills and a desire to grow within the payment processing industry.Essential DutiesFortis Product SupportProvide technical support for Ingenico hardware including setup, installation, and basic troubleshootingAssist merchants with navigation and functionality of the Fortis GatewayProcess deployment requests and reprogramming for payment terminalsTroubleshoot basic hardware/software issues and escalate when needed with gateways and payment processing terminalsManage terminal replacements and warranty claimsCustomer & Case ManagementRespond to support inquiries via phone, email, chat, and case management systemsResearch and resolve issues using internal documentation and resourcesEnsure accurate documentation of issues, actions taken, and resolutions in support systemsInternal Tools & CollaborationUse the company Wiki and other internal tools to find and follow documented proceduresWork closely with internal teams to escalate issues and collaborate on solutionsMaintain awareness of updates to Fortis products and servicesRequirementsEducation: High school diploma or equivalent required; relevant coursework or degree preferredExperience: 1+ year in customer service or tech support; experience in payments or POS hardware is a plusTechnical Skills: Basic knowledge of hardware setup/troubleshooting (Ingenico preferred); ability to learn internal tools and platformsCommunication: Clear verbal and written communication skills; comfortable supporting customers via phone, email, and chatProblem-Solving: Strong troubleshooting skills with attention to detail and accurate case documentationTeamwork: Collaborative mindset with a willingness to learn and adapt in a fast-paced environment