Position Overview:

We are seeking a highly proficient Technical Support Representative to enhance our world-class service team. This role is pivotal in ensuring customer delight by adeptly addressing and resolving technical queries related to our products or services. The ideal candidate will blend exceptional communication skills with technical acumen to deliver outstanding support through various channels including phone, email, and chat, while collaborating effectively with team members to ensure complete customer satisfaction.

Key Responsibilities:

• Deliver timely and accurate responses to customer inquiries through phone and email support channels.
• Provide detailed product information and expert technical assistance for our stand-alone and virtual terminals.
• Efficiently handle and resolve customer support tickets within established Service Level Agreement (SLA) parameters.
• Work in concert with sales representatives to effectively address and resolve customer issues.
• Meticulously document and record all customer interactions, including inquiries, feedback, and detailed actions taken.
• Employ critical thinking and decision-making skills to balance merchant satisfaction with company profitability.
• Maintain ongoing communication with the Supervisor and Manager of Technical Support.
• Keep abreast of system updates, changes, and new products within the department’s purview.
• Escalate complex or unresolved issues to appropriate internal teams as needed.
• Ensure comprehensive and accurate account annotations after each service interaction.
• Possess an unwavering motivation and energy to consistently provide a 'wow' experience to our clients, exceeding expectations with every interaction.
• Provide support in various capacities as needed, adapting to the evolving needs of the organization.

Qualifications:

• Demonstrated experience in a technical support or customer service role, ideally in a technology-driven environment.
• In-depth understanding of stand-alone terminals and other related services.
• Robust problem-solving skills, with a keen ability to troubleshoot software and technical issues effectively.
• Exceptional communication abilities, both verbal and written.
• Detail-oriented with a strong emphasis on organization and multitasking capabilities.
• Resilient and composed under pressure, adept at managing challenging situations.
• A collaborative team player with the autonomy to work independently when required.

We are looking for self-motivated individuals who thrive in a collaborative environment and are driven to exceed expectations. If you are passionate about technology, possess strong problem-solving skills, and have a knack for providing outstanding world-class service, then we want to hear from you!

Job Types: Full-time, Part-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Experience:

• Customer/Tech Support: 1 year (Preferred)

Work Location: In person