Technical Support Specialist

at  Imagesoft

Job Category: Customer Service
Requisition Number: TECHN001472
Posting Details
Posted: February 15, 2024
Full-Time
Locations
Showing 1 location
Murfreesboro, TN 37129, USA
Job Details
Description
JOB TITLE: Technical support specialist
DEPARTMENT: i3 Operations
LOCATION: Murfreesboro, TN
REPORTS TO: Supervisor, Technical Support

SUMMARY OF POSITION:

The primary purpose of this role is to support our customers and sales representatives with all aspects related to technical support. This primarily involves phone and email support pertaining to their credit card processing equipment and/or software. The Technical Support Representative needs to have a positive attitude, high attention to detail, and be able to work in a fast-paced call center environment.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

High school diploma or equivalent
High attention to detail
Ability to communicate clearly and professionally via phone and email
Ability to learn quickly and multi-task in a fast paced, ever changing environment
Must work well in a team environment while also having the ability to work independently
Experience with Microsoft Office programs (Outlook, Excel, Word, etc.)

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

Prior technical support experience
Prior call center experience
Prior experience in the Payments industry
Bilingual preferred
Qualifications
Education
Required
High School or better

Manage both inbound and outbound calls related to technical support
Learning and understanding all front-end and back-end platforms that we support for our merchants as the support provided for each platform can vary
Downloading and deploying physical equipment when necessary
Assisting customers with issues related to processing transactions on their equipment
Training customers on how to properly use their equipment, while informing them of proper policies and procedures that are determined by the card brands (Visa, Mastercard, Discover, Amex, etc.)
Processing support tickets in our CRM which may include building new equipment files or making adjustments to existing files
Maintain accurate notes in our CRM for every call or email that is handled throughout the day
Creating new gateway accounts for customers
Assisting with various projects related to equipment and technical support as needed