Specialist I, Technical Support

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 :

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

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

Organize and prioritize multiple work assignments while maintaining accuracy.

Qualifications :

Working Conditions :

Travel

Job Classification

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.