What are the responsibilities and job description for the Technical Support Specialist position at Fortis?
Description
Overview
At Fortis, we lead the way in next generation payment technologies and solutions. We transform payments into a competitive advantage for our clients and partners, enabling businesses to reach uncharted growth and scale. As the solution of choice for the future of payments, Fortis moves payments closer to invisible with a proprietary platform that supports and strengthens the payments capabilities of merchants and software partners. We are a collaborative team of innovators, problem solvers, and builders, committed to the growth of our clients, partners, and team members. Through award winning software integrations, robust data, and industry vertical and commerce expertise, we deliver the ultimate frictionless commerce experiences. We are in hyper growth mode and seeking talented, innovative, and collaborative problem solvers to help us build and scale the future of payments. Grow your career with us and be on the cutting edge of the rapidly expanding FinTech payments space.
As a Technical Support Representative, you will be the first line of support for merchants using Fortis products and services. You’ll handle inbound support requests, troubleshoot issues related to the Fortis Gateway and Ingenico hardware, and ensure merchants receive timely and accurate assistance. This entry-level position is ideal for candidates with strong customer service skills and a desire to grow within the payment processing industry.
Essential Duties
Fortis Product Support -
- Provide technical support for Ingenico hardware including setup, installation, and basic troubleshooting
- Assist merchants with navigation and functionality of the Fortis Gateway
- Process deployment requests and reprogramming for payment terminals
- Troubleshoot basic hardware/software issues and escalate when needed with gateways and payment processing terminals
- Manage terminal replacements and warranty claims
Customer & Case Management -
- Respond to support inquiries via phone, email, chat, and case management systems
- Research and resolve issues using internal documentation and resources
- Ensure accurate documentation of issues, actions taken, and resolutions in support systems
Internal Tools & Collaboration -
- Use the company Wiki and other internal tools to find and follow documented procedures
- Work closely with internal teams to escalate issues and collaborate on solutions
- Maintain awareness of updates to Fortis products and services
Requirements
Requirements
- Education: High school diploma or equivalent required; relevant coursework or degree preferred
- Experience: 1 year in customer service or tech support; experience in payments or POS hardware is a plus
- Technical Skills: Basic knowledge of hardware setup/troubleshooting (Ingenico preferred); ability to learn internal tools and platforms
- Communication: Clear verbal and written communication skills; comfortable supporting customers via phone, email, and chat
- Problem-Solving: Strong troubleshooting skills with attention to detail and accurate case documentation
- Teamwork: Collaborative mindset with a willingness to learn and adapt in a fast-paced environment