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
Responds 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 the inventory administrator to maintain acceptable levels of product
Satisfies Quality Assurance Requirements:
Ensures all initial setups 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 customers to use.
Provides Clover POS Setup & Support:
Completes POS deployment
Completes POS set-up WITH re-provisioning
Troubleshoots/gathers information on customer problems
Creates tickets for escalated issues to FD
Test new product enhancements upon release
Provides PAX POS Setup & Support:
Troubleshoots/gathers information on customer issues
Completes PAX file builds, and downloads
Process new orders and deployment
Handles re-programs
Works along with PAX support on advanced topics
Test new product enhancements upon release
Provides Dejavoo Setup & Support:
Creates stage-only file(s) on TSYS and PPS
Completes Dejavoo set up, card reader set up, and/or re-programming
Installation and training
Provides complete service to clients
Escalate issues to developers
Test new product enhancements upon release
Skills, Attributes, & Experience:
A High School Diploma (some college preferred or equivalent experience) and a
3+ years of technology experience (batching, printer problems, transaction processing systems, file building).
Exceptional problem-solving/assessment skills
Strong verbal, written, research, organization, problem resolution, and attention-to-detail skills required
Strong teamwork, follow-up, and multi-tasking skills
PC literacy is required
Excel to enter data into spreadsheet templates or use simple formulas to calculate data
Able to interpret data and recommend actions
Demonstrates use of good deductive reasoning skills
Punctual, effective time management/prioritization
Customer service skills and demeanor, reliable, enthusiastic
Effective writing skills to acknowledge issues, concerns, or complaints, and articulate actions needed to solve issues professionally
Possesses and demonstrates critical thinking skills and rationale
Comfortable asking questions and probing for answers
Bilingual English/Spanish is a plus
Perks & Benefits:
Health, Dental, Vision, and Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and company holidays
Work Schedule & Other Information:
The typical work schedule will be 8 am-5 pm, five days a week, Monday through Friday.
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