Specialist I, Technical Support, Terminal

Title

Specialist I, Technical Support, Terminal

Contact Center

Reports To

Manager, Technical Support, Operations.

Job Purpose

The Terminal Support Specialist is responsible for all Merchant Terminal Support. They will have a high-level knowledge of all terminals and are responsible for training, assisting, and escalating to proper parties when needed. They will also work with the product team to ensure all are aware of any new products, services, or updates that are being rolled out and that all are advised and trained.

Duties And Responsibilities

• Provide client support via email and telephone
• Process all technical enquiries, orders, and general administration timely and accurately
• Coach customers to be product experts so they become increasingly self-sufficient
• Taking the appropriate action to ensure customer expectations are fully delivered
• Liaising with internal teams as required
  
  

Qualifications

• Prior experience where you can demonstrate your passion for Technical support
• Be able to work on own initiative as well as part of a team
• Strong written and oral communication skills
• Effective administration, planning and organization skills with strong attention to detail and accuracy
• Ability to work in a fast-paced environment to provide top level customer support
• Be computer literate (Word, Excel, Microsoft Outlook)
  
  

Travel Component

• N/A
  
  

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations
  
  

Job Classification

• 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