Technical Support - Bilingual in Chinese

Are you ready to go uP? 

• We are named in Top Workplaces NYC for 2021, 2024, and 2026!
• We are one of the winners of USPAACC’s Fast 100 Asian American Business awards
• We are recognized as one of the Top 5000 in Inc. Magazine’s Fastest Growing Private Companies
• We were a finalist for Best ISO of the Year by ETA in 2024
• We were awarded as a Growth Accelerator on the CO-100, an exclusive list that the U.S. Chamber of Commerce recognizes as America's top 100 small and medium sized businesses

Why Should You Join Universal Processing?

• You want to work at a minority owned Fintech company that empowers small to medium-sized businesses
• You are passionate to serve and support our local community and their growth
• You get on-the-job training to get you familiar with the industry and the role
• You get medical, vision, and dental coverage, along with PTO, 401k, and commuter benefits
• We offer periodic performance review for potential salary increase

Compensation: This is a non-exempt position, with a monthly salary of $3,150 during the probationary period. Upon successful completion of the probationary period, the base rate will increase to $3,500 per month.  

Role Summary: The Technical Support role is a fully onsite position 5 days a week. This position is a critical role that interacts directly with our clients and supports our sales effort. The role also provides opportunities to learn about product testing and improvements based on merchant needs.
A Day in the Life of a Technical Support

Job Responsibilities:
Deployment & Configuration

• Program, configure, test and deploy payment technologies, including standalone materials, mobile payment devices, online gateways and POS systems
• Perform quality checks to ensure devices are properly configured prior to shipment or installation
• Assist with batch preparation and execution of deployment projects
• Maintain accurate deployment records in the company CRM system
• Follow deployment SOPs carefully and verify critical account and device information.

• Maintain and update inventory records and assist with inventory organization
• Support monthly inventory reporting and assist in preparing purchase plans for devices and supplies
• Help ensure operational readiness for deployment activities

• Provide daily technical support via tickets, phone, live chat, and email inquiries
• Troubleshoot device, gateway, and POS-related issues and escalate complex cases when necessary
• Provide timely local deployment support and rapid response for time-sensitive reseller and merchant requests
• Document client interactions and resolutions in the CRM System

• Provide basic pre-sale and post-sale technical assistance to Sales Agents
• Assist in understanding merchant needs and communicating technical requirements and product feedback between merchants and internal teams
• Support coordination to ensure deployment and client issues are resolved efficiently
• Assist in documenting product issues and suggestions based on merchant or team feedback

• Assist in ensuring payment devices and configurations follow company security standards and operational procedures
• Support efforts to maintain stable and reliable payment operations during deployment and troubleshooting processes

• Continuously learn about the company's hardware, software, and payment technologies
• Participate in internal product training, basic product testing, and support-related projects as assigned

Qualifications:

• Must be authorized to work in the US at the time of hire. We are an E-Verify employer!
• Bilingual proficiency in Mandarin-Chinese is required, including reading and writing.
• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or the equivalent is preferred
• Technically savvy with strong organization skills
• Experience troubleshooting issues and achieving solutions
• Able to take initiative, ask questions, and solve problems effectively
• Self-motivated to learn new systems and installation of products
• Able to accomplish tasks before deadlines and be detail-oriented
• Able to work efficiently as part of a team and as an individual
• Proficient with Excel and Word
• Interested in understanding customer needs, learning new products, and improving workflows.

About uP:
Since 2003, Universal Processing has dedicated itself to growing the unique needs of small and medium-sized businesses by putting people before profits. Differentiated from the major credit card processing providers, UP’s consultants and support team speak the languages its clients speak, and the business focuses on ingenious customer service, care, support, and reasonable pricing. Today, the Company successfully serves 22,000 clients across the nation. Within 10 years of business, the Company emerged as one of the fastest-growing payments processing companies in the U.S. Nominated as the best ISO of 2024 by ETA and awarded as a Growth Accelerator in CO-100, the Company is soon to become the second AAPI owned payment processor company in US history. In February 2024, Universal Processing changed its branding to Let’s Go uP, to commemorate its legacy and evolution.  

At Let’s Go uP, we are an equal employment opportunity employer. 

To learn more about us, please visit us at: https://letsgoup.com. 

Let's Go uP Together!