POS Technical Support Representative

POS Technical Support Representative

Requirements

• High school diploma or equivalent is required.
• 2+ years Technical Support/ troubleshooting experience.
• Excellent listening, written, and verbal communication skills in English.
• Strong problem-solving skills with proficient attention to detail.
• Experienced in handling multiple tasks at once in a fast-paced call center environment.
• Interact and coordinate with other departments to resolve customer issues.
• Ability to adapt to and implement change.
• Creative and forward-thinking.
• Proficient in relevant computer applications.
• Knowledge of customer service core principles and practices.
• Familiarity with the Microsoft Office Suite.
• Ability to be comfortable on the phone and in-person for meetings.
• Must be flexible in work hours for 24/7 Call Center needs.

Responsibilities

• Work with customers to identify terminal/ POS (Point of Sale) system problems.
• Achieve resolution by analyzing call logs to notice common trends and underlying problems.
• Support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems.
• Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Improve terminal performance by identifying problems; recommending changes.
• Diagnose customer issues through process of elimination by asking probing questions.
• Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps.
• Receive & resolve inbound calls, emails, chats, tasks, & Tickets.
• Maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
• Occasionally perform other duties not included in this job description.
• Demonstrate exemplary performance & attendance.

Preferred Qualifications

• Bilingual language skills in Spanish.
• Experience in the banking or credit card processing industry preferred.
• Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus.