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Specialist I, Technical Support

Specialist I, Technical Support

Payroc00926, PR, US
Hace 14 días
Descripción del trabajo

Job Description

Job Description

Title

Specialist I, Technical Support

Customer Success

Reports To

Customer Support Manager

Position Overview :

We are looking for a dedicated Specialist I, Technical Support to join our Customer Success Department and serve as the primary contact for new and existing merchants who require technical and financial support. This role is crucial in delivering a "white-glove" experience to our clients by providing frontline customer support, entry-level troubleshooting, and ensuring merchant processing is secure and reliable. The ideal candidate will be highly organized, proactive, and committed to providing excellent customer service.

What we're obsessive about :

  • Customer Satisfaction : Providing timely and effective solutions to merchants while maintaining a high level of service quality.
  • Technical Troubleshooting : Accurately diagnosing and resolving merchant processing issues to ensure seamless transactions.
  • Proactive Problem-Solving : Identifying common customer concerns and offering strategic solutions.
  • Collaboration & Communication : Fostering strong relationships with merchants and internal teams to improve service efficiency.

Duties and Responsibilities :

  • Customer Support & Issue Resolution :

    • Answer inbound calls from the IVR system and assist merchants with their inquiries.

  • Provide support to new and existing customers experiencing processing issues.
  • Troubleshoot (entry-level) technical issues remotely and onsite as needed.
  • Ensure a smooth and efficient resolution process while maintaining a customer-focused approach.
  • Technical & Financial Assistance :

    • Assist merchants with account setup, financial inquiries, and bank account reconciliations.

  • Guide customers in understanding and using the platform effectively.
  • Maintain accurate records of merchant interactions and follow up on outstanding issues.
  • Operational Efficiency & Organization :

    • Organize and prioritize multiple work assignments while maintaining accuracy.

  • Adapt to evolving business needs and workflows efficiently.
  • Ensure compliance with security protocols to safeguard merchant transactions.
  • Perform other related duties as assigned.

    • Qualifications :

  • Associate degree or equivalent experience in Computerized Information Systems, Computer Science, or a Technical Support environment.
  • Some relevant experience in computer technical support (onsite technician experience is a plus).
  • Background in customer service and / or a call center environment.
  • Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
  • Strong organizational and time management skills.
  • Effective problem-solving and analytical thinking abilities.
  • Self-motivated, detail-oriented, and team player with strong interpersonal skills.
  • Adaptability, flexibility, and resourcefulness to handle shifting demands.
  • Outgoing personality with the ability to work with diverse individuals and businesses.
  • Willingness to learn new skills and stay updated in a fast-paced industry.

    • Working Conditions :

  • On site : 8-hour shift.
  • Extensive desk-based work, including prolonged periods of computer use and administrative tasks.
  • Frequent interaction with merchants, venders, sales representatives and internal teams.

    • Travel

    Job Classification

  • Non- Exempt

    • At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

    Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com.

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    Technical Specialist • 00926, PR, US