Specialist I, Technical Support, Third Party

Title

Specialist I, Technical Support, Third Party

Contact Center

Reports To

Director - Technical Support, Third Party or equivalent position

Position Overview

This role provides exceptional service to our merchants, partners, and resellers. Our merchants and partners will contact our call center seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential.

You understand that our merchants’ success is also our success. The ability to work in a collaborative and highly motivated environment is critical. As a Technical Support Specialist, you will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. You will possess a high-level knowledge of all terminals and be responsible for training, assisting, and escalating issues to the appropriate parties when needed.

What We're Obsessive About

• Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way. 
• Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft. 
• Real people, real problems: We develop solutions to our merchants' real-world challenges.  Our Team Members collaborate to build the right things the right way.  We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.
  
  

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
• Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager
  
  

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 organisation 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
  
  

Job Classification

• Salaried
  
  

Equality Monitoring

At Payroc, we’re committed to creating an inclusive and equitable workplace where everyone has the support they need to thrive. To achieve this, we need to ensure that our hiring process works for everyone, regardless of background or identity.

The following demographic based questions help us better understand the diversity of candidates applying to join Payroc. It allows us to assess how different groups progress through our hiring process and identify areas where we can improve to be more inclusive.

Please Note That

• Answers are voluntary. Every question includes a “Prefer not to say” option. Even if you select this for all questions, submitting the survey still helps us gain valuable insights. Your decision to participate or not will remain confidential.
• Answers are anonymous. Your responses cannot be linked to you and will not impact your application. We will only use aggregated data for equal opportunities monitoring in our hiring process.
  
  

This information is collected in compliance with the General Data Protection Regulation (GDPR) and will be used only for equality monitoring purposes. If you need any adjustments to the hiring process due to disability or neurodiversity, please contact Human Resources Department at HR@payroc.com Thank you for helping us build a more inclusive Payroc!