Technical Support Representative

Job Description

Position: Technical Support Representative.
Direct Reports: None.

Technical support specialist for POS and payment solutions including but not limited to: CLOVER, PAX, Valor, Pay Hub Gateway, Dejavoo, Bodega, Mobile and eCommerce. Additional internal IT support for technical and network support as needed.

• Provides technical support.
• Troubleshoots/gathers information on product problems.
• Researches complex/unique information and responds in a timely manner.
• Resolves hardware issues to ensure transaction processing.
• Responds to escalated calls from other Technical Support Representatives.
• Research and support troubleshooting IT issues that may impact internal and external communication and connectivity with partners and merchants.
• Must work with inventory administrator to maintain acceptable levels of product.
• Satisfies quality assurance requirements.
• Ensures all initial set‑ups are completed in a timely manner.
• Provides adequate installation and product training.
• Research and testing before deployment.
• Establishes appropriate links for customer use.
• Creates credentials and provides links and resources for customer use.
• Provides CLOVER POS setup and support: completes POS deployment, completes POS set‑up with re‑provisioning, troubleshoots/gathers information on customer problems, creates tickets for escalated issues to FD, and tests new product enhancements upon release.
• Provides PAX POS setup and support: troubleshoots/gathers information on customer issues, completes PAX file builds and downloads, handles new orders and deployment, manages re‑programs, works with PAX support on advanced topics, and tests new product enhancements upon release.
• Provides Dejavoo setup and support: creates stage‑only file on TSYS and PPS, completes Dejavoo set‑up and card‑reader set‑up and/or re‑programming, provides installation and training, delivers full service to Central Payments, escalates issues to developers, and tests new product enhancements upon release.

Requires a technical high‑school diploma (some college preferred or equivalent experience) and a minimum of three (3) years of technology experience (batching, printer problems, transaction processing systems and file building). Exceptional problem‑solving/assessment skills, strong verbal, written, research, organization, problem‑resolution and attention‑to‑detail skills required. Teamwork, follow‑up skills, ability to multi‑task and PC‑literacy also required.

To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Can use Excel to enter data into spreadsheet templates or use simple formulas to calculate data.
• Able to interpret data and recommend actions.
• Demonstrates use of good deductive reasoning skills.
• Effective time‑management/prioritization.
• Customer‑service skills and demeanor.
• Uses effective business‑writing skills so they can acknowledge an issue, concern or complaint, and articulate the actions needed or taken to solve it in words that are professional, courteous, clear and to the point.
• Possesses and demonstrates critical thinking skills and rationale.
• Comfortable asking questions and probing for answers.
• Bilingual a plus.

• Is punctual; has a reliable attendance record.
• Sounds enthusiastic and competent when answering the phone.
• Seeks new assignments if ever there is “down time.”
• Checks to ensure work is complete and accurate before finishing an assignment.
• Seeks guidance when not sure how to handle a given situation.
• Remains polite and calm, even when a caller is not.
• Demonstrates eagerness to learn new things.
• Able to work independently with minimal supervision.
• Keeps an interested level of attitude.

Typical work day is 8:00‑5:00 PM Monday through Friday; some weekend rotation is required.

• Generous benefits package.
• 401 K with employer match.