Technical Support Specialist

Key Responsibilities:

• Provide technical support to merchants and clients experiencing issues with payment terminals, POS systems, payment applications, and related hardware or software.

• Troubleshoot payment processing issues, connectivity problems, device errors, and transaction-related technical concerns.

• Guide merchants through terminal setup, software downloads, device configuration, updates, and basic troubleshooting procedures.

• Create, document, and manage support tickets, ensuring accurate records of reported issues and resolutions.

• Follow up on outstanding support requests to ensure timely resolution and customer satisfaction.

• Maintain knowledge of payment technology, system updates, troubleshooting procedures, and industry best practices.

• Follow established security procedures and company policies when handling sensitive payment-related information.

Qualifications:

• 1-2+ years previous experience in technical support, help desk operations, customer service, or a related role

• Strong analytical and troubleshooting skills with the ability to identify problems and determine appropriate solutions.

• Familiarity with payment terminals, card readers, POS equipment, and basic network connectivity (preferred)

• Excellent verbal and written communication skills.

• Ability to manage multiple support requests and prioritize issues based on urgency and business impact.

• Comfortable using ticketing systems, CRM platforms, email, and standard business software.