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Payment / Hardware Support Specialist

Company

Fullsteam
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-25
Posted at 1 year ago
Job Description
It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.
Assisting and supporting Fullsteam Point of Sale and payment processing customers and partners via phone, email, or chat. By leveraging internal tools and knowledge bases you will determine solutions to issues of varying complexity and identify the need for case escalation to supervision and/or development teams. Our agents lend a helping hand in refining technical documentation based on their personal experiences to maintain our library of documented resources.
Primary Responsibilities:
  • Thoroughly document case information for all customer interactions and escalations submissions
  • Use phone, email, chat, and remote connections to assist customers.
  • Stay informed on Fullsteam technology offerings and their support requirements.
  • Participation in process improvement identification from daily work experiences.
  • Leverage provided tools and documentation to determine customer solutions.
  • Respond to customer concerns quickly, effectively, and courteously.
Primary Qualifications:
  • Familiarity with Office Suite, Google Sheets, Knowledge Base use, & Excel.
  • Ability to work effectively as a team or independently.
  • High school diploma or equivalent
  • Two years of related technical support or customer service experience.
  • Bilingual (English/Spanish) is a plus, but not required.
  • Strong problem-solving skills with attention to detail
  • Familiarity with credit card processing authorization and settlement process
  • Can multi-task to support clients across varying systems and communication channels.
  • Experience working with credit card terminals and POS equipment.
  • Associate degree in computer information technology. (preferred)
  • Excellent listening, written, and verbal communication skills.
Success factors/job competencies:
  • Customer first mindset: Emphasis on understanding customer feedback, delivering excellent customer service, and providing solutions or next steps to their inquiries; Ultimately building long-term relationships with customers by ensuring their satisfaction.
  • Team player: Being reliable, communicative, and supportive of your teammates, and contributing your skills and expertise to help the team succeed. A team player is willing to listen, take constructive feedback, and be adaptable to change, all while prioritizing the success of the team over individual accomplishments.
  • Critical Thinking & Personal Development: Analyzing, evaluating, and questioning information in a logical and systematic way. Using evidence and reason to make informed decisions, considering multiple perspectives, and being open-minded to new ideas.
Physical demands and work environment:
Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.
EEOC & ADA Statement:
Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.