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.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
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Provide both verbal and written technical support to merchant end users, sales representatives and staff
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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
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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
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Monitor field trending reports generated on the assigned instruments to determine any problem areas
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Communicate information to other departments/teams on as needed basis
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Review and make suggestions for improvement on marketing instructions and customer letters
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Act as an observer on all releases, making suggestions for error correction product improvement, and cost saving suggestions
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Review inventories and suggest ways to reduce/consolidate inventory
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Performs onsite installs as needed
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Monitor quality reports to ensure that service problems are being adequately addressed
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Answer inbound calls from customers in a high call volume environment with a positive and upbeat commitment.
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Make outbound calls to assist our customers’ needs
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Assist with ordering supplies & equipment
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Conduct extensive research and follow-up on concerns raised by customers.
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Track and log all calls using a call ticketing system with good detailed notes.
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Update and navigate through numerous in-house and third party systems
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Recommends potential products or services to management by collecting customer information and analyzing customer needs
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Prepares product or service reports by collecting and analyzing customer information
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Contributes to team effort by accomplishing related results as needed
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Act as the Company frontline connection to ensure excellent customer and technical support needs are responded too.
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Adhere to suggested call scripting and add ons’ as assigned
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Ensure clear communication of any roadblocks or needs with Client Care Manger as needed
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Attend training as required.
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Other Duties as requested.
REQUIRED EDUCATION, TRAINING and/or EXPERIENCE:
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First Data Payment processing experience preferred
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3-5 Years previous experience in a high volume customer/technical support role, in the payment processing space preferred.
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Previous technical experience in LAN/WAN, SQL Databases, Telecommunications.
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Previous customer service excellence experience
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Strong technical problem solving skills.
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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
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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
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Proven experience in identifying and defining business and customer requirements for increasing sales
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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
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Employee Type: Full-Time
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Location: Detroit, MI
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Job Type: Tech Support - Operations
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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.