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Technical Support Specialist I (Open Pipeline)

Location:Newark, CA
Exempt/Non-Exempt:Non-Exempt
Benefits:Full Benefits Package Paid by PayPros
Employment Type:Full Time
Description:The Technical Support Specialist I will perform remote support of payment industry partners and clients in a call center environment. This is an entry level support position.


What We Offer Our Employees:

The Opportunity to Work with a Great Team!
The Chance to have an Impact and Make a Difference.
Full Benefits Packages Medical, Dental and Vision
401k Matching and Charity Gift Matching Programs
Paid Time Off Starting Day One
Duties:Duties and Responsibilities:

Software installation, configuration and training on POS functionality
Manage incoming support inquiries via phone, email, and web
Troubleshoot POS, software, payment gateway and various other credit card processing applications.
Troubleshoot payment industry hardware including pin pads, card readers and countertop terminals
Troubleshoot payment industry methods of payment including credit card, check, gift, loyalty and Private Label
Escalate matters as appropriate
Process equipment supply orders as necessary and insure all orders are deployed accurately and in a timely manner
Assist in improving procedures and efficiency
Work efficiently and professionally with other departments and vendors
Strive to promote PayPros products and services while giving unprecedented levels of customer service.
Maintain a clean working environment.
Complete special projects and additional duties as assigned


Physical Requirements:

This position requires prolonged sitting, some bending, stooping and stretching. Additionally, this position requires eye-hand coordination and manual dexterity sufficient to operate a telephone, computer and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.


Special Requirements:

Flexible work schedule (Weekends Required)
Travel as required by position.
This position may require proof of a valid drivers license and insurance
Qualifications:Knowledge, Skills and Abilities (Competencies):

Job Knowledge
Applies necessary job knowledge, product knowledge, and functional/technical skills.
Understands the need for escalation based upon complexity of the issue
Keeps knowledge and skills up to date, including learning several software solutions and various operating systems
Good understanding of Windows operating systems, XP and later
Good understanding of troubleshooting web-based browser applications
Able to relay technical and industry specific information into layman's terms for end users

Customer Focus
Committed to customer satisfaction
Ability to provide excellent customer service in a faced paced environment
Ensures commitments to customer are met
Excellent verbal communication skills, is professional and courteous.

Produces Results
Ability to multi-task and deal with clients with varying technical aptitude
Manages workload effectively
Effectively uses problem solving, time management and organization skills

Creativity/Innovation
Ability to apply creativity to solve issues
Generates new ideas for continuous improvement
Champions and adapts to change

Dependability
Works independently
Accepts accountability
Stays focused under pressure
Meets attendance/punctuality expectations

Credentials and Experience:
High School diploma or equivalent
Two years of related technical experience in a call center environment
One year of payment industry merchant support experience a plus
A+ or MCDST certified a plus


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