Technical Support 

Job Description


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.


  • 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.



  • 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

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 Once submitted one of our recruiters will contact you to advance with the recruitment process.

© 2020 International Bancard   |   International Bancard is an Equal Opportunity Employer.

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