Title
Specialist I, Technical Support, Third Party
Contact Center
Reports To
Director - Technical Support, Third Party or equivalent position
Position Overview
This role provides exceptional service to our merchants, partners, and resellers. Our merchants and partners will contact our call center seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential.
You understand that our merchants' success is also our success. The ability to work in a collaborative and highly motivated environment is critical. As a Technical Support Specialist, you will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. You will possess a high-level knowledge of all terminals and be responsible for training, assisting, and escalating issues to the appropriate parties when needed.
What we're obsessive about:
1. Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way.
2. Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft.
3. Real people, real problems: We develop solutions to our merchants' real-world challenges. Our Team Members collaborate to build the right things the right way. We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.
Duties and Responsibilities
1. Provide Client Support via Email and Telephone
2. Process all technical enquiries, orders, and general administration timely and accurately
3. Coach customers to be product experts so they become increasingly self-sufficient
4. Taking the appropriate action to ensure customer expectations are fully delivered
5. Liaising with Internal Teams as Required
6. Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager
Qualifications
1. Prior experience where you can demonstrate your passion for Technical support
2. Be able to work on own initiative as well as part of a team
3. Strong written and oral communication skills
4. Effective administration, planning and organisation skills with strong attention to detail and accuracy
5. Ability to work in a fast-paced environment to provide top level customer support
6. Be computer literate (Word, Excel, Microsoft Outlook)
Travel Component
1. N/A
Working Conditions
1. Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
Job Classification
1. Salaried
Benefits:
Work From Home
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