What are the responsibilities and job description for the Tier 1 Technical Support Specialist position at Cygnus Payment Solutions?
Summary
The Tier II/Merchant Support Specialist serves as the primary escalation point for complex merchant issues involving payment processing, POS hardware/software, terminal activation, onboarding configuration, and transaction troubleshooting. The role directly enhances merchant satisfaction, ensures uptime, and supports the scalability of Cygnus' payment ecosystem.
Key Responsibilities
- Resolve escalated merchant issues including processing failures, device malfunctions, and settlement discrepancies.
- Support POS device configuration, troubleshooting, and remote updates.
- Validate onboarding profiles including MPAs, equipment details, pricing, and processor setup.
- Analyze transaction logs and processor responses to determine root causes.
- Communicate resolutions clearly to merchants and document actions thoroughly.
Qualifications
- 1-2 years experience in client support, POS support, or merchant services environments.
- Understanding of the payments workflow (authorization, capture, settlement).
- Experience with POS hardware (PAX, Clover, Android-based devices) preferred.
- Ability to interpret processor codes and troubleshoot transaction issues.
- Excellent communication and customer support skills.Education & Certifications
- Associates Degree in related area, or equivalent.
About Us:
Cygnus Payment Solutions is a Full-Service Provider (FSP) serving merchant outlets nationwide. Our services include payment processing, POS solutions (Compass, Clover, etc) and mobile applications.
Perks/Benefits
- Comprehensive Benefits Package (Medical, Dental, Vision, etc.)
- 401k Company Match
- Paid Time Off
- Salary Range: $60k - $70k
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have experience in SaaS or merchant services?
- Are you comfortable working onsite?
Ability to Commute:
- Reston, VA 20191 (Preferred)
Work Location: In person
Salary : $60,000 - $70,000