Job Description

A POS Technical Support Representative is expected to work with customers to identify terminal/ pos system problems and achieve resolution by analyzing call logs and applying a logical thought process to troubleshooting. They should support interactions with customers through multi messaging campaigns and acquire an in-depth understanding of the software and equipment customers are using.

Responsibilities

• Research and resolve credit card terminal issues
• Listen to customer needs and demonstrate empathy
• Improve terminal performance by identifying problems
• Diagnose customer issues through process of elimination
• Provide resolution by guiding merchants through corrective steps
• Receive & resolve inbound calls, emails, chats, tasks, & Tickets
• Maintain cooperative working relationships
• Complete projects under tight deadlines
• Perform other duties as needed
• Demonstrate exemplary performance & attendance
• Be flexible in work hours

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 listening, written, and verbal communication skills
• Strong problem-solving skills with proficient attention to detail
• Ability to handle multiple tasks in a fast-paced call center 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