Senior Tech Support Specialist

Responsible for answering inbound calls from merchants and sales associates and for resolving issues at an advanced level. Taking full ownership of issues, which can range from troubleshooting terminals to researching detailed account information, with a strong emphasis on customer satisfaction. Participate in ongoing, hands-on training to learn all aspects of departmental procedures and providing the highest quality of customer service possible. Complete all assigned work functions such as reporting, processing reversal/rekey requests and monitoring front-end system to resolve batch errors.

• Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information.

• Place outbound or follow-up calls to merchants or sales associates as needed.

• Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems.

• Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor.

• Assist with any overflow calls from other call center queues due to low staffing or high call volume.

• Take ownership of issues that are escalated by Level I/Level II representatives.

• Work closely with other departments to research and fully resolve customer issues.

• Complete EOM reporting accurately and by the expected due date.

• Attend on-going training sessions to develop expert-level proficiencies in departmental and company procedures.

• Adapt and effectively utilize various internal computer applications.

• Document accounts in all appropriate systems to maintain accurate account records of inquiries, research, etc.

• Completion of special projects or assignments as directed by the Management Team.

• Identify and report system outages immediately to Supervisor and/or Manager.

Basic qualifications:

• High school diploma / GED

• 2 years of experience with customer service and technical support

• Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint

Preferred qualifications:

• Associate’s degree in business, or related field

• 2 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing

• Bilingual (English/Spanish) is beneficial

• Possesses excellent organizational skills and is comfortable communicating with internal and external customers via email. 

• Ability to work independently in a multi-task environment, as well as part of a team. Work well under pressure and adapt to rapidly changing environment.

• Speaks clearly and effectively in a variety of settings.

• Manages time effectively and prioritizes competing tasks to meet deadlines.

• Experienced with analyzing and prioritizing information to make appropriate recommendations.

• Maintain above average knowledge of First American’s workflow, policies, procedures, and systems.

• Pays attention to detail and approaches work in a meticulous and thorough manner.

• Experience with providing customer satisfaction as evidenced by high quality evaluation scores and verbal and/or written letters of commendation from customers.

• Proven leadership capabilities by displaying positive attitude, integrity, and professional demeanor. 

• Strong communication skills.

• Internal candidates must be meeting or exceeding all current departmental standards.

• Highly productive with minimal guidance or supervision.

• Capable of producing comprehensive documentation.

• Skilled in showing initiative in reviewing and implementing departmental policies and procedures, as well as suggesting new processes to improve efficiency and customer satisfaction.

Additional Basic Qualifications:

Must be 18 years of age or older

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• Healthcare (Medical, Dental, Vision)

• Paid Time Off, Volunteer Time Off, and Holidays

• Employer-Matched Retirement Plan

• Employee Stock Purchase Plan

• Short-Term and Long-Term Disability

• Infertility Treatment, Adoption and Surrogacy Assistance

• Tuition Reimbursement

These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.
 

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].