BASIC FUNCTION:
Sterling Payment Technologies provides point of sale payment technology and electronic transaction processing services to merchants nationwide. Sales are made through our network of internal and external sales partners, POS dealer / integrators, community banks or associations. The Technical Support Team’s role is to provide POS technical service and support to Sterling’s internal and external merchant base and respective sales channels.
ESSENTIAL FUNCTIONS:
Ability to handle multiple projects, can work in a fast-paced environment, and meet deadlines.
Resolve specific client issues under tight time constraints.
Ability to exercise discretion and independent judgment in making decisions, and interact effectively and positively with all levels of personnel, partners, and vendors.
Ability to work overtime as needed.
Ability to work evenings, weekends, and holidays as needed.
Technical skills a must.
Ability to handle confidential material appropriately.
Ability to communicate effectively and professionally in both verbal and written formats with individuals and groups.
Acquire and maintain knowledge of relevant product offering, current support policies and methods of support delivery, in order to provide technically accurate solutions to customers.
RESPONSIBILITIES:
Representatives will promptly answer telephone calls, e-mail inquiries and escalation requests as an agent in an ACD call center.
Representatives will assist merchants with reconciling their processed transactions.
Support the on-going challenges related to existing merchant POS hardware. Troubleshoot and resolve technical issues are a top priority.
Responsible for the customer’s overall satisfaction by providing quality POS account management.
Adhere to the Call Center Operating Guidelines and maintain the Call Center Culture set forth by management.
Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral equipment and applications according set procedures.
Maintain detail-oriented and customer-centered focus while troubleshooting POS related issues or working requests to ensure accurate and efficient maintenance of work. Make accuracy and quality a priority by double-checking work prior to completion.
Work with outside sales offices to provide on-going support for all merchants, regardless of complexity.
Have thorough knowledge of supported systems up to but not limited to the Nurit Control Center, Termaster Suites, Vericentre, PSCS, ECR Admin Tool) as well has Chase Paymentech front end system (Tandem) and Resource On Line (ROL).
Assist fellow team members with answers to questions and/or problem resolution via verbal or written communications.
Maintain a thorough knowledge of all processes, procedures and information that affect / impact the department and company as a whole.
Must be able to work independently in fast paced department and keep to tight deadlines even when under pressure.
Identifies and resolves problems in a timely manner. Accurately and promptly track all merchant inquiries and provide follow-up and timely resolution to all outstanding issues.
Adapts to changes in the work environment; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Continue to expand job knowledge by attending classroom training and completing on-line courses.
Complete miscellaneous job duties as assigned.
MINIMUM JOB REQUIREMENTS / SKILLS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All applicants must pass a drug test, background check, and credit evaluation
High School diploma required
Minimum of 1 year of college or equivalent work experience preferred but not required
Minimum of 3 years experience in a senior level, top tier, technical support or customer service help desk role
Credit card experience in the acquiring or issuing industries preferred
Proficient computer skills in Word, Excel, Access, and Windows based programs including e-mail
Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier, calculator, and other general office equipment
Ability to work evenings, weekends, and holidays as needed for support, training and/or conversions
Must be able to sit for prolonged periods of time, wear a headset and look at a computer monitor
Possess quick and creative thinking
Strong analytical , problem solving, decision making skills
Utilize effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision
Meet acceptable attendance and performance standards
Meet satisfactory job performance in current position with no probation in the last 90 days