Technical Support Specialist

Job Summary:

We are seeking a customer-focused and technically minded Technical Support Representative to join our growing financial technology team. This individual will provide technical assistance to merchants, business owners, and internal team members using payment processing solutions, point-of-sale (POS) systems, payment terminals, and related technology.

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.

Compensation & Benefits:

• Competitive salary based on experience
• Health, dental, and vision insurance
• Paid time off and holidays