Technical Support Representative

Technical Support Representative

The Technical Support Level I representative is responsible for answering and resolving incoming merchant and agent inquiries related to point-of-sale (POS) equipment. The function is not limited to providing product information, troubleshooting and diagnostics. The function is critical to the high end standard of service level maintained within the department. Available shifts: various, weekends and holidays.

Key Responsibilities:

• Problem solving skills while working well under pressure
• Ability to handle escalated issues
• Ability to 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

Technical Requirements:

• 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