Representative Technical Support Job

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Representative, Technical Support
Summary
**MEMBERS ONLY**SIGN UP NOW***. is a leading payments processor and acquirer for merchants, independent sales organizations, financial institutions, government organizations and multinational corporations located throughout North America and Europe.
The Representative, Technical Support's role is to provide POS technical service and support to EVO's internal and external merchant base and respective sales channels.
What you'll do:
Answer calls, emails, internal work orders and escalation requests in an ACD call queue based setting and in accordance with service level expectations
Phone merchants, agents, partners, and other company related entities in accordance with policy and procedures.
Maintain call queue awareness at all times and maintain adherence to call center operating guidelines as provided by management
Respond to, follow-up, and complete requested assignments in an effective and ongoing manner
Assist merchants with reconciling their processed transactions
Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral equipment, POS applications and semi-integrated solutions according to set procedures
Maintain detail-oriented and customer-centered focus while troubleshooting POS related issues or working requests to ensure accurate and efficient maintenance of work.
Make accuracy and quality a priority by double-checking work prior to completion
Work with all sales channels to provide ongoing technical support for merchants as defined by the product classification
Log interactions, which include calls, emails and maintenance queue, using detailed, specific and professional remarks in internal systems
Maintain thorough knowledge of supported systems, up to but not limited to POS downloader systems, third party portals and support/administration tools, front end processing systems and proprietary internal systems
Attend trainings and complete on-line assessments to maintain a thorough knowledge of all processes, procedures and information that affect / impact the department and company as a whole, included but not limited to card industry regulations, interchange, dues and assessments, and PCI-DSS and PA-DSS compliance
Assist fellow team members with answers to questions and/or problem resolution via verbal or written communications
Work independently in a fast paced environment and adhere to deadlines even when under pressure
Identify and provide follow-up and timely resolution for all issues presented in the Technical Support work queue
Perform miscellaneous job duties as assigned by management
Escalate issues, as necessary, to management on duty
About you:
1 years of technical support experience in the payment processing or other service related industry
High School diploma or equivalent required
Knowledge of electronic payment processing and related regulations is preferred
Ability to demonstrate a professional demeanor at all times
Effective communication and interpersonal skills
Strong problem solving skills with technical troubleshooting ability
Good data entry skills and ability to navigate among multiple systems
Attention to detail in processing information
Ability to organize and manage multiple priorities
Ability to maintain confidentiality
Ability to download and troubleshoot POS terminals
General knowledge of all related front-end processors and setups is preferred
Ability to work independently as well as in a team
Proficient computer skills using Microsoft Office suite including Word, Excel, Access, Outlook and Windows based programs and ability to apply it within internal systems required
Ability to utilize effective time management skills, work effectively under pressure and set personal deadlines, while working under supervision required
Ability to communicate effectively in both verbal and written formats with peers and customers, internal and external
Ability to organize and prioritize multiple tasks and projects, work in a fast-paced environment and meet deadlines
Ability to resolve specific client issues under tight time constraints
Ability to understand and maintain knowledge of relevant product offering, current support policies and methods of support delivery, in order to provide technically accurate solutions to customers
Ability to handle confidential material appropriately
Experience with POS debit and credit terminal hardware and software preferred
Ability to adapt to frequent or unexpected changes in the work environment and be able to adjust approach or method to best fit the current situation required.
Acceptable attendance and performance standards required
Why work for EVO?
Learn from and grow with a worldwide payments industry leader
Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more
Thrive in a collaborative culture that supports innovation
Take advantage of a supportive work-life balance
Benefit from global career opportunities and advancement
Disclaimer
The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.
EVO is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any employee based on any legally-protected basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, pregnancy (including childbirth, lactation or related medical conditions), sexual orientation, gender identity, gender expression, and transgender status, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by applicable federal, state or local law.
Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

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