Technical Support Specialist

JOB TITLE: Technical Support Specialist
DEPARTMENT: i3 Operations
LOCATION: Murfreesboro, TN
REPORTS TO: Supervisor, Technical Support
SUMMARY OF POSITION:
The primary purpose of this role is to support our customers and sales representatives with all aspects related to Technical Support. This primarily involves phone and email support pertaining to their credit card processing equipment and/or software. The Technical Support Representative needs to have a positive attitude, high attention to detail, and be able to work in a fast-paced call center environment.
ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage both inbound and outbound calls related to Technical Support
• Learning and understanding all front-end and back-end platforms that we support for our merchants as the support provided for each platform can vary
• Downloading and deploying physical equipment when necessary
• Assisting customers with issues related to processing transactions on their equipment
• Training customers on how to properly use their equipment, while informing them of proper policies and procedures that are determined by the card brands (Visa, Mastercard, Discover, Amex, etc.)
• Processing support tickets in our CRM which may include building new equipment files or making adjustments to existing files
• Maintain accurate notes in our CRM for every call or email that is handled throughout the day
• Creating new gateway accounts for customers
• Assisting with various projects related to equipment and Technical Support as needed

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High school diploma or equivalent
• High attention to detail
• Ability to communicate clearly and professionally via phone and email
• Ability to learn quickly and multi-task in a fast paced, ever changing environment
• Must work well in a team environment while also having the ability to work independently
• Experience with Microsoft Office programs (Outlook, Excel, Word, etc.)

PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• Prior Technical Support experience
• Prior call center experience
• Prior experience in the Payments industry
• Bilingual preferred