Summary TechnicalSupport Assistant is the contact for new and existing merchants who havetechnical issues. Provide frontline customer support, includinghardware/software troubleshooting and diagnosis. Multitask merchant requests and product issueswith a sense of urgency. Communicatetechnical concepts in layman’s terms. Establish and maintain relationships with merchants. Work withsales team, responsible for presenting quotes of IT hardware, software, andservice solutions to current/potential customers. Ensure merchant processing isreliable and secure.
Job Description · Knowledge of credit cardprocessing operations, technology, and equipment · Proficient knowledge ofinstallations, which includes pre-installation assessments and training of ourcustomers regarding the use of company products and services · Ability to communicate withcustomers, employees, and vendors in a professional and courteous manner · Answering all inbound callssupport new and existing customers with processing issues · Responsible for technicalsupport for merchants remotely/onsite · Consults with sales to assessneeds and present solutions · Ability to organize andprioritize multiple work assignments · Performs all other relatedduties as assigned · Assist in basic IT supportwithin the office
Qualification · 6 months call centerexperience, technical software/product support experience required orequivalent combination of technical education and support experience · Knowledge of POS (point ofsale) industry hardware, software, and procurement · Related experience in thecomputer technical support field, onsite technician experience a plus · Proficient of MicrosoftOffice, word, excel & outlook required · Proven ability to work in afast paced and dynamic environment · Must be able to adapt and learn new skills in a fast-pacedindustry · Excellent communication bothoral and written · Self-motivated, team player,detail oriented, and well organized · Passion of technology anddesire to solve problem · Learn and utilize software programsquickly and efficiently · Superior problem solving andtroubleshooting skills · Bilingual is a plus: Mandarin& English
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