Technical Support Representative

Technical Support RepresentativeThe Technical Support Level I representative is responsible for answering and resolving incoming merchant and agent inquiries related to point-of-sale (POS) equipment. The function is not limited to providing product information, troubleshooting and diagnostics. The function is critical to the high end standard of service level maintained within the department. Available shifts: various, weekends and holidays.Key Responsibilities:Problem solving skills while working well under pressureAbility to handle escalated issuesAbility to navigate all systems used within the Technical Support DepartmentRepresentative should have a good working knowledge of the industryRepresentative must have a good rapport with co-workers and supervisorsMust show dependability (good attendance history)Must be able to multi taskMust show good phone skills etiquetteMust show initiative and display good teamworkKnowledge and understanding of how various POS equipment's functionality and troubleshootingAbility to create downloading files for POS equipment and assist the merchant and agent on how to successfully complete a downloadMust obtain and continue to acquire technical knowledge, as it relates to POS equipment and the industryProvide consistent and accurate information to our merchants and agentsMust understand and be able to meet all statistical requirements set forth for a Technical Support level I representativeMust understand and comply with company and department's attendance and punctuality policy and procedureTechnical Requirements:Must have basic knowledge of Windows based programsMust understand and be able to navigate all systems used within the Technical Support DepartmentMust be familiar with download procedures and functions for all supported terminalsMust understand how to build and edit a download fileRepresentative should be meeting all current position requirementsMust hold an average of 95% or better on all quality Monitors