We are looking for a Technical Support Specialist to provide assistance to our merchants. You will diagnose and troubleshoot problems and help our merchants set up their terminals, as well as install applications and programs to allow for them to process credit card payments. All merchant issues will be tracked through our CRM ticketing system for documentation and priority.
You will use phone, email and chat applications to give merchants quick answers to simple issues. For more complex problems that require nuanced instruction, you will set up a time and contact merchants via phone once proper research is completed to review the solution; and/or provide clear, written instructions and/or quick reference guides. Lastly it is important that you have reliable transportation to and from work.
Ultimately, you will be a person our merchants trust. They will rely on you to provide timely and accurate solutions to their technical problems and/or inquiries.
Technical Support Specialist Responsibilities
· Taking ownership of merchant issues reported and seeing problems through to resolution
· Researching, diagnosing, troubleshooting and identifying solutions to resolve merchant issues and answer concerns
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Day to Day Activities
· Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup, equipment updates, terminal configuration, etc.
· Ask merchants targeted questions to quickly understand the root of the problem
· Provide resolution within agreed time limits
· Talk merchants through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g. POS software provider)
· Provide prompt and accurate feedback to merchants
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with merchants to ensure their systems are fully functional after troubleshooting
· Document technical troubleshooting in CRM ticket system
· Maintain good and professional relationships with merchants
Technical Support Specialist
We are looking for a Technical Support Specialist to provide assistance to our merchants. You will diagnose and troubleshoot problems and help our merchants set up their terminals, as well as install applications and programs to allow for them to process credit card payments. All merchant issues will be tracked through our CRM ticketing system for documentation and priority.
You will use phone, email and chat applications to give merchants quick answers to simple issues. For more complex problems that require nuanced instruction, you will set up a time and contact merchants via phone once proper research is completed to review the solution; and/or provide clear, written instructions and/or quick reference guides. Lastly it is important that you have reliable transportation to and from work.
Ultimately, you will be a person our merchants trust. They will rely on you to provide timely and accurate solutions to their technical problems and/or inquiries.
Technical Support Specialist Responsibilities
· Taking ownership of merchant issues reported and seeing problems through to resolution
· Researching, diagnosing, troubleshooting and identifying solutions to resolve merchant issues and answer concerns
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Day to Day Activities
· Research and identify solutions to software and hardware issues
· Diagnose and troubleshoot technical issues, including account setup, equipment updates, terminal configuration, etc.
· Ask merchants targeted questions to quickly understand the root of the problem
· Provide resolution within agreed time limits
· Talk merchants through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g. POS software provider)
· Provide prompt and accurate feedback to merchants
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with merchants to ensure their systems are fully functional after troubleshooting
· Document technical troubleshooting in CRM ticket system
· Maintain good and professional relationships with merchants