The Terminal Support Specialist will be responsible for resolving issues and completing key operational workflows related to point of sale terminal devices for the current Patientco client base.
This role will work closely with terminal distributors and vendor partnerships to ensure maximum performance. This role will also act as a liaison between internal teams and vendors, manage terminal ordering, provisioning, and deployments to existing facilities, and integrate feedback collected from internal teams to enhance daily vendor partnership operational workflows.
What you'll be doing:
Waystar specializes in sale of EMV (chip card) payment software and encrypted terminal solutions. The Terminal Support Specialist will be responsible for ensuring outstanding customer service and technical support for the Waystar's point of sale terminal clients.
You will play a meaningful role in providing seamless, high-quality service and support. Terminal Support Specialists will support in real time case escalations for break-fix work.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
In real time, act as the primary escalated point of contact for terminal support issues by completing client troubleshooting and remote desktop support including client network connectivity, file log review and terminal device issues.
End to end case resolution for escalated terminal cases. Effectively work and solve any escalated issues associated with assigned partners
Execute any terminal orders from Waystar client base to existing facilities and work with the client to manage the deployment of these devices in the field. You will use your ability for order preparation and fulfillment
Work with the Professional Services team to forecast all terminal deployments both internally to provide to the terminal vendor partners
P2PE (Point to Point Encryption) asset tracking and shipping accountability of existing and new terminals in the field including clients, locations and operational status
Assign all terminals to the appropriate merchant accounts and Waystar environments for client deployment to ensure proper payment flows
Ensure quality assurance testing is completed for all terminals deployed in the field. Act as a liaison between terminal vendors and internal teams as needed
Update payment terminal firmware as new versions are provided by terminal vendors
Become knowledgeable about commonly escalated issues and work to deflect escalations to our vendors
Responsible for creating knowledge articles/content and troubleshooting guides for Customer Associate teams to use prior to appropriate paths for escalation
What we're looking for:
The requirements for the position are as follows:
Technical Product Knowledge
Strong organizational and prioritization skills
Strong verbal and written communication skills
Ability to think analytically and strong problem solving skills
Ability to work in teams and collaborate with others
Ability to take lead and drive for results
Ability to create and execute project plans
Ability to gather and interpret relevant data and information
Ability to use inductive reasoning
Self-motivated, high energy and strong time management skills
Need to be very personable as they will be interacting with a wide range of users and environments
Bachelor's Degree Required or equivalent work experience
1+ year(s) supporting terminal or hardware, including software and/or break-fix hardware solutions
Experience with project management
POS support skills a plus
Server experience a plus
This role is located in SLC, Louisville, Mid-town Atlanta or Duluth
Waystar provides cloud-based technology that simplifies and unifies healthcare payments. Together, our technology, data and client support streamline workflows and improve financials for our clients, so that they can focus on their patients. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic and fun.
Waystar products have won Best in KLAS® or Category Leader every year since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.
