August 16, 2021

Technical Support Technician

Education/Experience Level:
High school diploma or equivalent

Job Description:
Electronic Payments is a leading innovator in developing and delivering payment and point of sale solutions to businesses nationwide. We’re seeking Technical Support Technician(s) to join our fast-paced support call center. The individual(s) will support our sales agents, resellers, and merchants via phone and successfully identify, diagnose, troubleshoot, and resolve technical complications for our full line of payment terminals, POS systems, and software products. The individual(s) will track, document, and oversee all assigned tasks from start to closure.

This position offers the opportunity to continuously deliver high-level service and resolve technical inquiries in order to guarantee customer satisfaction and client retention. Electronic Payments offers an in-depth company and product-training program, as well as continuing education to ensure the technical support team remains abreast product and industry knowledge.

Spanish speaking bilingual candidates are a PLUS!

Candidates must be flexible and available to work weekend and/or evening hours.

Responsibilities:

  • Provide world-class technical support via phone and email to merchants and sales agents according to call quality standards
  • Must quickly and efficiently research, diagnose, identify, test, and implement solutions to resolve hardware and software complications
  • Accurately document all account interactions and changes for historical tracking
  • Follow-through on all open issues until they’re resolved
  • Assist with special tasks and projects as assigned by the management team
  • Identify opportunities to improve processes and procedures that heighten the merchant experience
  • Identify opportunities for advanced training and development to enhance the Technical Support team’s product knowledge and skill set
  • Continuously train on all aspects of the business by proactively using downtime to review documentation and resources, practice skills, and explores software solutions
  • Must follow defined processes to ensure merchant paperwork is completed accurately, including account set up forms, maintenance documents, etc.

Experience and Skill Set:

  • Must demonstrate a positive, energetic, and enthusiastic attitude to maintain a positive work environment
  • Excellent organizational and time management skills
  • Strong verbal and written communication skills
  • Ability to follow-through on assignments with precision and accuracy
  • Ability to work in a fast-paced environment, perform under pressure, and multi-task
  • Desire to learn with drive, ambition, and motivation for success
  • Sense of urgency

Benefits:

  • Healthcare coverage, including medical, dental, and vision
  • Generous 401k plan
  • Paid time off (PTO)

Electronic Payments is an equal opportunity employer.