Technical Support 

Job Description

JOB SUMMARY:

The Technical Support will provide swift and accurate technical problem recovery for the Company’s merchants/clients. Continually maintaining a positive and upbeat attitude when assisting our merchants as well as our internal and external clients with immediate response needed technical assistance. Technical Support will assist with a wide range of calls including client care creating a great customer experience. Ability and drive to cross train into the customer care area.

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ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Provide both verbal and written technical support to merchant end users, sales representatives and staff

• Respond  to and resolving field service requests in accordance with contractual requirements, maintaining timely, complete, and accurate problem status data, resolving routine end-user problems in assigned product areas, replicating client-reported problems, authoring technical notes and/or white papers for product knowledgebase

• Develop service documentation in the form of memos, service bulletins, spare parts listings, updates to service manuals and when required, the creation of an entire service manual

• Monitor field trending reports generated on the assigned instruments to determine any problem areas

• Communicate information to other departments/teams on as needed basis

• Review and make suggestions for improvement on marketing instructions and customer letters

• Act as an observer on all releases, making suggestions for error correction product improvement, and cost saving suggestions

• Review inventories and suggest ways to reduce/consolidate inventory

• Performs onsite installs as needed

• Monitor quality reports to ensure that service problems are being adequately addressed

• Answer inbound calls from customers in a high call volume environment with a positive and upbeat commitment.

• Make outbound calls to assist our customers’ needs

• Assist with ordering supplies & equipment

• Conduct extensive research and follow-up on concerns raised by customers.

• Track and log all calls using a call ticketing system with good detailed notes.

• Update and navigate through numerous in-house and third party systems

• Recommends potential products or services to management by collecting customer information and analyzing customer needs

• Prepares product or service reports by collecting and analyzing customer information

• Contributes to team effort by accomplishing related results as needed

• Act as the Company frontline connection to ensure excellent customer and technical support needs are responded too.

• Adhere to suggested call scripting and add ons’ as assigned

• Ensure clear communication of any roadblocks or needs with Client Care Manger as needed

• Attend training as required.

• Other Duties as requested.

REQUIRED EDUCATION, TRAINING and/or EXPERIENCE:​

• First Data Payment processing experience preferred

• 3-5 Years previous experience in a high volume customer/technical support role, in the payment processing space preferred.

• Previous technical experience in LAN/WAN, SQL Databases, Telecommunications.

• Previous customer service excellence experience

• Strong technical problem solving skills.

• Strong Knowledge of Payment Processing industry with respect to Visa/MasterCard, other card types and a working knowledge of macro trends and execution of details, preferred

• Proficient at understanding and applying industry-specific lending, cash advance and card association rules and regulations, interchange knowledge, analyzing statements and following all work flow processes

• Proven experience in identifying and defining business and customer requirements for increasing sales

• Proficient computer skills including Microsoft Office Products: Word and Excel

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If you are a highly energetic, passionate person who believes in doing the right thing and building relationships for life, then IB is the culture for you!  Send us your resume today! 

Job Snapshot

• Employee Type: Full-Time

• Location: Detroit, MI

• Job Type: Tech Support - Operations

• Experience: 3-5 years / First Data 

Please submit your resume to begin your job search today!

Please submit your current resume and salary history to careers@intlbancard.com. Once submitted one of our recruiters will contact you to advance with the recruitment process.