Position: Technical Support Representative
Location: Irving, TX, On-site
Reporting to: Director of Client Services
Compensation: $17 - $20 per hour
Are you searching for a new opportunity, where you can expand your knowledge and grow with a great company? Do you have Technical Support or Customer Service experience in the Payment Processing industry? If so, this may be the opportunity you’ve been hoping for.
Gather Resources is looking for a positive, tech-savvy individual with Tech Support experience to join their client’s team in the credit card payment processing industry. This candidate will provide technical support for Dejavoo and other payment processing solutions.
Role & Responsibilities:
As a Technical Support Representative, you will provide technical support for Dejavoo payment terminals and other payment solutions, including but not limited to CLOVER, PAX, Pay Hub Gateway, Mobile, and eCommerce. Some internal IT support for technical and/or network support, as needed.
Provides Technical Support
Troubleshoots/gathers information on product problems.
Researches complex/unique information and responds promptly.
Resolved hardware issues to ensure transaction processing.
Respond to escalated calls from other Technical Support Representatives.
Research and support troubleshooting IT issues that may impact internal and external communication and connectivity with partners and merchants.
Work with inventory administrator to maintain acceptable levels of product.
Satisfies Quality Assurance Requirements
Ensures all initial set-ups are completed promptly.
Provides adequate installation and product training.
Research and testing before deployment.
Establishes Appropriate Links for Customer Use
Creates credentials, and provides links and resources for customer use.
Provides Dejavoo Setup and Support
Creates stage-only file on TSYS and PPS.
Completes Dejavoo set up, card reader set up, and/or re-programming.
Installation and training.
Provides complete service to Central Payments.
Escalate issues to developers.
Test new product enhancements upon release.
Preferred Skills, Experience, and Attributes:
High School Diploma (some college preferred or equivalent exp)
3+ years experience in Tech Support (preferably Payments industry)
Bilingual (English/Spanish) required
Able to interpret data, identify and recommend actions
Demonstrates good deductive reasoning and critical thinking skills
Clear and effective communication skills (both written and verbal)
Punctual with effective time management/prioritization skills
Enthusiastic - Maintains a positive attitude and demeanor
Hard worker - Seeks new assignments if ever there is "downtime"
Attention to detail - Doublechecks work to ensure accuracy
Inquisitive - Seeks guidance if unsure how to handle something
Self-motivated - Able to work independently with minimal supervision
Eagerness - Demonstrates an eagerness to learn new things
Work Schedule
The typical work schedule will be 8 am-5 pm, five days a week, Monday through Friday.