Technical Support Specialist II

Patterson isn't just a place to work, it's a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Job Summary
The Technical Support Specialist - Tier II properly responds to incoming customer requests via phone, email, or chat session, in such a manner to ensure the customer's questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving the customer's questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.
Essential Functions

• Respond to incoming customer requests via phone, email and/or chat sessions.
• Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
• Maintain technical expertise and proficiency with all related and relevant software and computer systems.
• Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
• Communicate professionally and effectively with customers for follow-up when required.
• Maintain relevant skills and credits via internal support continuing education courses.
• Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
• Validate and create knowledgebase and FAQ solutions.
• Client server migration and data restoration.
• Comply with Company and department policies and standards; performs other duties as assigned

Essential Functions: Animal Health - Companion

• Responsible for Monitoring, investigating and resolving daily system issues, ensuring merchants experience reliable and secure payment operations.
• Troubleshoot POS, terminal, and gateway integration problems using system logs, API data, and internal diagnostic tools.
• Collaborate with the Integration Engineer team to escalate advanced issues or implement configuration updates.
• Assist in onboarding and setup of new merchants, ensuring all systems are properly linked and tested before activation.
• Monitor transaction systems for failures, errors, or delays and take proactive measures to restore service.
• Coordinate with payment processor support teams to track open cases or identify network-level issues.
• Support PCI compliance and secure handling of all merchant-related data.

Minimum Requirements

• High School Diploma or Equivalent or equivalent education and/or experience
• 2 years experience in technical support, FinTech operations, or POS/payment troubleshooting

Preferred Requirements

• Associate's Degree IT, Information Systems, or related discipline
• 2 years experience in technical support, FinTech operations, or POS/payment troubleshooting
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to PayFac, ISO, or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools, or remote-access utilities

Skills and Abilities

• Requires the ability to make quick, sound judgments when answering questions
• Strong organizational, attention to detail, and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines
• Requires the ability to recall numerous guidelines and procedures
• Experience supporting integrated POS or SaaS-based payment systems.
• Exposure to PayFac, ISO, or merchant-acquirer environments.
• Familiarity with PCI DSS, NACHA, and tokenization/security protocols.
• Working knowledge of Postman, network diagnostic tools, or remote-access utilities.
• Working knowledge of payment processing, transaction flows, and funding timelines.
• Familiarity with gateways, API-based integrations, and network troubleshooting.
• Ability to interpret log files, JSON/XML payloads, and error responses.
• Excellent communication skills for interacting with merchants and internal stakeholders.
• Strong documentation and case management skills in CRM or ticketing systems (Zoho Desk, Zoho Projects, Jira, etc.).
• High attention to detail and accountability when handling financial system data.

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely

Working Environment

• Hazards Occasionally

Travel Requirements

• 0%

What's In It For You:

We provide competitive benefits, unique incentive programs and rewards for our eligible employees:

• Full Medical, Dental, and Vision benefits and an integrated Wellness Program.

• 401(k) Match Retirement Savings Plan.

• Paid Time Off (PTO).

• Holiday Pay & Floating Holidays.

• Volunteer Time Off (VTO).

• Educational Assistance Program.

• Full Paid Parental and Adoption Leave.

• LifeWorks (Employee Assistance Program).

• Patterson Perks Program.

Patterson provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or other related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.