A Technical Support representative is expected to work with customers to identify credit card terminal problems. They should achieve resolution by analyzing call logs to notice common trends and underlying problems and by applying a logical thought process to the trouble shooting they are performing based on the training they have been given. They should support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. These interactions should be coordinated and real time. Representatives are also expected to acquire an in depth understanding of the software and equipment customers are using accompanied by good interpersonal and customer service skills.
Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives.
Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Improve terminal performance by identifying problems; recommending changes
Diagnose customer issues through process of elimination by asking probing questions
Provide customers with efficient and courteous service.
Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps
Receive & resolve inbound calls, emails, chats, tasks, & Tickets
Make follow up outbound calls to customers
Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus.
Excellent listening, written, and verbal communication skills
Strong problem solving skills with proficient attention to detail
Must be able to handle multiple tasks at once in a fast paced call center environment
Interact and coordinate with other departments to resolve customer issues
Ability to adapt to and implement change
Creative and forward thinking
Proficient in relevant computer applications
Bilingual (English/Spanish) is a plus, but not required
2+ years Customer Service/ Technical Support call center experience preferred, but not required
Experience in the banking or credit card processing industry preferred, but not required
Required Education and Experience
High school diploma or equivalent is required
Knowledge of customer service core principles and practices
Familiarity with the Microsoft Office Suite
Person must be comfortable on the phone and in person for meeting, be proficient in MS-Office and be willing to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.
The above statements are intended to describe the general nature and level of work being performed. This job description only constitutes a summary of the responsibilities for this position at Harbortouch. The expanding nature of Harbortouch often requires changing roles and additional responsibilities