Job Description

A Positouch Technical Support Representative is expected to work with customers to identify POS system problems and achieve resolution by analyzing call logs, applying a logical thought process, and supporting interactions through various communication channels. They must acquire an in-depth understanding of the software and equipment customers use.

Responsibilities

• Listen to customer needs and demonstrate empathy
• Improve system performance by identifying problems and recommending changes
• Diagnose customer issues through questioning
• Provide resolution by researching answers and guiding merchants
• Receive and resolve inbound calls, emails, chats, tasks, and tickets
• Maintain cooperative working relationships
• Complete projects under tight deadlines
• Perform other duties as needed
• Demonstrate exemplary performance and attendance
• Be flexible in work hours for 24/7 Call Center needs

Requirements

• High school diploma or equivalent
• 2+ years Technical Support/ troubleshooting experience
• Experience with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus
• Excellent communication skills
• Strong problem-solving skills with attention to detail
• Ability to handle multiple tasks in a fast-paced environment
• Interact and coordinate with other departments
• Ability to adapt to and implement change
• Creative and forward-thinking
• Proficient in relevant computer applications
• Bilingual (English/Spanish) is a plus
• Experience in the banking or credit card processing industry preferred
• Knowledge of customer service core principles and practices
• Familiarity with the Microsoft Office Suite

Benefits

• No benefits