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Technical Support Representative

SUMMARY

Provide 24×7 call center support for software, hardware and network issues on a variety of advanced ($20K-$60K+), multi-workstation, integrated point-of-sale (IPOS) systems. Most calls originate from merchants in the hospitality industry that use MICROS and Opera IPOS systems and involve credit card and gift card authorization and settlement. Diagnose and resolve communication errors and authorization and settlement issues with major processors (including TSYS, Chase Paymentech Solutions [CPS], Global Payments and First Data Merchant Services [FDMS]).

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Configure and troubleshoot credit card drivers, gift card drivers and data communications on systems platforms (including DOS, Windows and UNIX). 
  • Provide 24×7 call center support for software, hardware and network issues on a variety of advanced ($20K-$60K+), multi-workstation, integrated point-of-sale (IPOS) systems. Most calls originate from merchants in the hospitality industry that use MICROS and Opera IPOS systems and involve credit card and gift card authorization and settlement. Diagnose and resolve communication errors and authorization and settlement issues with major processors (including TSYS, Chase Paymentech Solutions [CPS], Global Payments and First Data Merchant Services [FDMS]).
  • Accurately diagnose and resolve over 70% of incoming calls.3. Act as liaison and advocate on behalf of customers with third-party vendors to ensure that their problems are resolved to their complete satisfaction.4. Provide preliminary funds research assistance for missing and duplicate batches and/or transactions.5. Assist clients and dealers with installations during weekends and after hours. Assist Merchant Link Installation Technicians on installation issues as an escalation point.

QUALIFICATIONS

Education/Experience

  • Associate’s degree in Computer Information Technology (preferred) and/or a minimum of two years of related technical support or customer service experience. Experience with Windows XP operating system (or newer) is required.  One year of credit card or banking industry experience is preferred.

Certification/Registration/Licensure

  • A+ Certification, MCP Certification (Windows NT Server and Workstation, TCP/IP, Networking Essentials) and/or MSCE preferred.

Skills or Special Abilities

  • Working understanding of computer software systems and various communication protocols.
  • Must understand technical fundamentals of computer systems and/or credit card processing and have the ability to communicate technical instructions and resolution procedures and in a clear and concise manner, both verbally and in writing.
  • Familiarity with the credit card processing authorization and settlement process as well as major credit card processor auth/settlement file specifications (incl. Vital, PTI, Global, NPC, FDMS) and interchange qualification requirements is a plus.

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

  • This position functions in a normal office environment.

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