POS Support Representative II

Responsibilities

A POS Technical Support Representative is expected to work with customers to identify terminal/ pos system 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 troubleshooting 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.  

• Listening attentively to customer needs and concerns; demonstrate empathy while
  maximizing opportunity to build rapport with the customer.
• Improve system performance by identifying problems; recommending changes.
• Diagnose customer issues through process of elimination by asking probing
  questions.
• Provide resolution by identifying problems; researching answers & guiding merchants
  through corrective steps.
• Receive and resolve inbound calls, emails, chats, tasks, and Tickets.
• This position requires employees to maintain cooperative, diplomatic working
  relationships with co-workers, supervisors, customers, and the public; work as part
  of a team and collaborate with colleagues; and complete projects under tight
  deadlines even when there are competing requirements and changes in assignments.
• As a Support Technician, you will occasionally be called upon to perform other duties
  not included in this job description.
• Demonstrate exemplary performance & attendance.
• Must be flexible in work hours for 24/7 Support Center needs, including weekends,
  holidays, and overnights.
• Must participate in an on-call rotation.

Qualifications

• High school diploma or equivalent is preferred.
• Experience working with a Hospitality POS is required.
• 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.
• Experience in the banking or credit card processing industry preferred.
• Knowledge of customer service core principles and practices.
• Familiarity with the Microsoft Office Suite.
• We are looking for individuals who are comfortable on the phone and in-person for
  meetings, 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.