The purpose of the Technical Support Representative is to provide superior technical and customer service support to our external customers such as Merchants, Resellers, and ISO's and well as our internal customers such as coworkers and managers.
Understand the products and services ACH Direct provides including the Payments Gateway operations, policies, procedures, products, and systems
Assist customer service agents with incoming phone calls, emails, and faxes from external customers (such as Merchants, Re-sellers and ISO's) dealing with questions and/or issues on funding, processing questions, troubleshooting software, resetting passwords and billing inquiries.
Provide an overview of the PaymentsGateway integration process to existing, new and potential merchants providing advice, examples, helpful hints and tips for a successful experience.
Assist the customer in troubleshooting any difficulties encountered during development, testing and production to minimize downtime.
Performs problem analysis and recommend/implement solutions.
Incoming phone calls, emails, and faxes from customers dealing with questions and/or issues on:
Research and resolve customer issues in a timely manner.
Follow-up with external customers regarding the successful resolution of their issue.
Create and complete trouble tickets and follow-up as required.
Escalate trouble tickets to the product development team for software bugs and feature requests, following up with the customer when a fix has been implemented.
Assist and train customers on the use of products associated with the PaymentsGateway that were not detailed during a formal training session with a Customer Service Agent.
Monitor training with other agents on incoming calls from customers inquiring about ACH charges on their bank statements, directing them to the appropriate individual for successful resolution.
Create trouble tickets and follow-up as required.
Other duties as assigned
4-6 years Technical Support experience in a software support environment.
Bachelor's degree in computer science is preferred.
Working knowledge of Microsoft Office Outlook, Word and Excel.
Be hands-on experience with Microsoft Operations Manager or MS-SQL.
Good general knowledge of database administration and system analysis procedures.
Working knowledge of one or more of the following languages: PERL, SQL, PHP, ASP, .NET, C, C#.
Ability to continually review updates on company products, both online and via manuals.
Ability to provide a commitment to quality and customer service.
Be able to work effectively under stressful working conditions.
Ability to work well independently or in a team environment.
Ability to thrive in a fast-paced, high energy work environment.
Language Ability: Must be able to communicate with internal and external customers in a clear, concise and understandable manner both verbally and in writing.
Ability to communicate effectively under extreme pressure.
Reasoning Ability: Must possess excellent analytical, troubleshooting and problem-solving skills.
Ability to research issues and resolve customer's issues in a timely and appropriate manner.
Capacity to work in problem analysis and assessment skills and be an analytical thinker.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The employee is able to work in a general office environment on an ongoing basis, working on personal computers and on the telephone for long periods of time. The employee may be called upon to interact verbally with customers face-to-face or on the telephone.
Moderate stress may occur at times when dealing with customer issues. While performing the duties of this job, the employee is frequently required to sit, use hands and arms to handle, reach and feel, and talk or hear. The noise level in the work environment is usually moderate.