Technical Support Specialist II

Patterson isn’t just a place to work—it’s a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace a people-first, always advancing and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and more successful organization.

The Technical Support Specialist – Tier II properly responds to incoming customer requests via phone, email, or chat session in such a manner to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer’s questions and escalating incidents when considered appropriate and necessary to maintain service level expectations.

• Respond to incoming customer requests via phone, email and/or chat sessions.
• Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule.
• Maintain technical expertise and proficiency with all related and relevant software and computer systems.
• Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
• Communicate professionally and effectively with customers for follow-up when required.
• Maintain relevant skills and credits via internal support continuing education courses.
• Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
• Validate and create knowledge base and FAQ solutions.
• Client server migration and data restoration.
• Comply with Company and department policies and standards; performs other duties as assigned.

• Responsible for monitoring investigating and resolving daily system issues ensuring merchants experience reliable and secure payment operations.
• Troubleshoot POS terminal and gateway integration problems using system logs, API data and internal diagnostic tools.
• Collaborate with the Integration Engineer team to elevate advanced issues or implement configuration updates.
• Assist in onboarding and setup of new merchants ensuring all systems are properly linked and tested before activation.
• Monitor transaction systems for failures, errors or delays and take proactive measures to restore service.
• Coordinate with payment processor support teams to track open cases or identify network-level issues.
• Support PCI compliance and secure handling of all merchant-related data.

• High School Diploma or Equivalent.
• 2 years experience in technical support, Fin Tech operations or POS/payment troubleshooting.

• Associate’s Degree in IT, Information Systems or related discipline.
• 2 years experience in technical support, Fin Tech operations or POS/payment troubleshooting.
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to Pay Fac ISO or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools or remote-access utilities.

• Requires the ability to make quick sound judgments when answering questions.
• Strong organizational attention to detail and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines.
• Requires the ability to recall numerous guidelines and procedures.
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to Pay Fac ISO or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools or remote-access utilities.
• Working knowledge of payment processing transaction flows and funding timelines.
• Familiarity with gateways API-based integrations and…