The Technical Support Representatives will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax.
Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.
Key Responsibilities:
Provide clients with a personalized rewarding experience that starts with answering Merchant clients' questions as well as understanding each client's unique needs
Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads
Use resources, technology and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices
Answer "How To" quick-fix questions about supported mobile POS software
Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
Follow client policy and procedures for the proper escalation of unresolved issues to appropriate internal teams
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.
Maintain a high percentage of issue resolution within first customer interaction
Required Skills
Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
1+ years' experience in an inbound call center environment and/or a technical troubleshooting background.
1-2 years of experience in Credit Card/Merchant Services industry experience preferred, or
1-2 years of experience troubleshooting Hardware or Software applications
Excellent interpersonal, written, and oral communication skills.
technical troubleshooting Help Desk experience in a hardware and/or software environment
Ability to collaborate with internal and external partners to resolve complex customer escalations
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to express ideas in a clear and concise manner
consensus building ability with effective conflict resolution and negotiation skills
Ability to meet productivity and performance goals
Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
Has the ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections.
Top MUST Have:
1. Call center call handling skill
2. Technical troubleshooting aptitude
3. Analytical problem solving
TRAINING:
Depending upon when we get these classes started it may be virtual, or it may be in person based upon Return to Office activities. If virtual the classes will be combined (Addison and Phoenix) and the times will likely be 9AM - 6PM Central, 7AM - 4PM Pacific / Phoenix. If we return to in person by the time these classes start, each class will be 8AM to 5PM local time.
3 week training and 1 week of OJT (4 weeks total before production schedule)
location: Addison, Texas
job type: Contract
salary: $20 - 24 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Provide clients with a personalized rewarding experience that starts with answering Merchant clients' questions as well as understanding each client's unique needs
Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads
Use resources, technology and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices
Answer "How To" quick-fix questions about supported mobile POS software
Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
Follow client policy and procedures for the proper escalation of unresolved issues to appropriate internal teams
Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals.
Maintain a high percentage of issue resolution within first customer interaction
qualifications:
Experience level: Experienced
Minimum 3 years of experience
Education: Bachelors
skills:
Production
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.
