Description

Level II Technical Support Specialists are the point of escalation for all Merchant Services/Technical Support issues for Merchants, Agents, Partners, and all internal FortisPay/BLUEDOG Departments. Tech Support specialists are responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. Additionally, Tech Support Specialists are responsible for research, documentation and communication of issues effectively and accurately. 

Level II Merchant Services:

• Utilizing resources and techniques to answer basic and complex questions and solve problems for Merchants, Agents, Partners, and internal FortisPay/BLUEDOG Departments.
• Onboarding of new accounts/services including but not limited to:
• Credit Card Processing
• ACH Processing
• Value Added Services such as Gift Cards, Check Services, etc. 
• Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
• Deposits/Withdrawals/Reconciling Inquiries 
• Answer in depth questions regarding month end statements
• Calculating overall rate 
• Maintenance Requests 
• Legal Name Changes
• Principal Changes/Additions 
• Bank Account Change
• Additional Entitlements 
• Cash Advance inquiries 
• MEF/BAN CNTRL 
• Retention 
• Escalating issues to the proper contacts with the Processor directly or internally 
• Working with the Processor or Internal Departments at FortisPay/BLUEDOG for a resolution 

Level II Technical Support: 

• Hardware - Terminals and Pinpads 
• Completing Deployment Requests 
• Programing/Shipping of hardware
• Reprogramming existing hardware 
• Setup/installation of hardware 
• Troubleshooting hardware and software issues
• Terminal/Warranty Replacements 
• Understanding the different types of file builds including Retail, Restaurant, MOTO, Internet, Lodging
• Understanding the functionality of the FortisPay (Zeamster) Gateway/BLUEDOG, and being able to communicate the functionality of the system to Merchants and Agents 
• Scheduling/coordinating conversions for PMS/POS or Gateway 

Premier Group

• Assisting our Premier Group with all Level II Merchant Services and Technical Support

Requirements

• Associates degree in computer science or related work experience
• Payment industry experience 1 yr.
• IT or computer repair background preferred but not required
• Demonstrated customer service skills
• Must have ability to communicate well with external and internal partners both in written and verbal form
• Strong problem solving and analytical skills
• Demonstrated organizational skills and follow-through 
• Be a team player and a “get it done” attitude