Technical Support Specialist II

Job Summary

The Technical Support Specialist - Tier II properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customer's questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer's questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.

Essential Functions

• Respond to incoming customer requests via phone, email and/or chat sessions.
• Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
• Maintain technical expertise and proficiency with all related and relevant software and computer systems.
• Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
• Communicate professionally and effectively with customers for follow-up when required.
• Maintain relevant skills and credits via internal support continuing education courses.
• Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
• Validate and create knowledgebase and FAQ solutions.
• Client server migration and data restoration.
• Comply with Company and department policies and standards; performs other duties as assigned
  
  

Essential Functions: Animal Health - Companion

• Responsible for Monitoring, investigating and resolving daily system issues, ensuring merchants experience reliable and secure payment operations.
• Troubleshoot POS, terminal, and gateway integration problems using system logs, API data, and internal diagnostic tools.
• Collaborate with the Integration Engineer team to escalate advanced issues or implement configuration updates.
• Assist in onboarding and setup of new merchants, ensuring all systems are properly linked and tested before activation.
• Monitor transaction systems for failures, errors, or delays and take proactive measures to restore service.
• Coordinate with payment processor support teams to track open cases or identify network-level issues.
• Support PCI compliance and secure handling of all merchant-related data.
  
  

Minimum Requirements

• High School Diploma or Equivalent or equivalent education and/or experience
• 2 years experience in technical support, FinTech operations, or POS/payment troubleshooting
  
  

Preferred Requirements

• Associate's Degree IT, Information Systems, or related discipline
• 2 years experience in technical support, FinTech operations, or POS/payment troubleshooting
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to PayFac, ISO, or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools, or remote-access utilities
  
  

Skills And Abilities

• Requires the ability to make quick, sound judgments when answering questions
• Strong organizational, attention to detail, and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines
• Requires the ability to recall numerous guidelines and procedures
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to PayFac, ISO, or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools, or remote-access utilities.
• Working knowledge of payment processing, transaction flows, and funding timelines.
• Familiarity with gateways, API-based integrations, and network troubleshooting.
• Ability to interpret log files, JSON/XML payloads, and error responses.
• Excellent communication skills for interacting with merchants and internal stakeholders.
• Strong documentation and case management skills in CRM or ticketing systems (Zoho Desk, Zoho Projects, Jira, etc.).
• High attention to detail and accountability when handling financial system data.
  
  

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely
  
  

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $22.60 - $27.69