Technical Support Associate

Job Description - Technical Support Associate I (26001BY)

Job Description

Technical Support Associate I - 26001BY

Description

Provides first level response, support, and resolution for customers, distributors and sites regarding store payment systems and hardware, mobile app functionality, merchant master records, merchant network profiles, and emergency issues. Responsible for troubleshooting, escalating, and seeking first call resolution for all issues called into the Wholesale Technical Support center. In addition, provides first level response, support, and resolution for carriers and distributors in regards to issues and questions related to Valero fuel loading support.

• Troubleshoot, document, escape, and resolve first call / first level issues related to customer service, store systems and equipment, and the Valero mobile app, ensuring timely and effective issue resolution.
• Troubleshoot, document, escape, and resolve first call / first level carrier loading issues for Valero fuel loading support.
• Assist in balancing merchant settlement reports as needed. Troubleshoot, document, escape, and resolve issues related to settlements.
• Update and maintain merchant master records using proprietary application and database systems and merchant network profiles using third party Merchant Acquirer systems.
• Act as immediate source of feedback to supervisor and/or manager on problem resolution and trends.
• Use professional written and verbal communication to answer, resolve/redirect and document all external and internal customer communications.
• Maintain full documentation of all issues using ticket management software.
• Take ownership and follow all assigned issues from inception to resolution.
• Must be available to work rotating shifts, including some weekends, holidays, and night shifts, as part of a group that provides 24/7 support.

This position is hourly nonexempt status, which means you are eligible for overtime pay.

Qualifications

• High School diploma or GED required.
• 1 year customer service or call center experience preferred.
• Experience operating Point of Sale (POS) equipment preferred.
• Able and willing to work on-site, in-person at the Valero Amarillo location, required.

Position level and salary will be commensurate with qualifications and experience.

Note:

Valero’s pre-employment process includes successful completion of a background check and hair analysis drug screen.

Valero's employees are the heart of its success, and there is a reason why the company is an employer of choice in the fuels manufacturing and marketing industry. It’s not just the excellent benefits package, or the opportunities for personal growth, it’s also the caring and committed culture of the organization that makes everyone feel like they’re truly part of a team.

For more information, visit

Valero is an EEO Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to legally protected status, including race, color, religion, sex, national origin, age, disability, protected veteran or any other status protected by applicable federal, state or local laws.

Please be advised, if you are viewing this position on a website that lists an estimated salary rate/range, it was not provided by Valero. Valero’s market specific salary rate/range will be provided during the recruiting process and tends to be higher than what is estimated by such websites.