• ISV Merchant Support Specialist

    Job Locations US-TX-Fort Worth
    Customer Service
  • Overview

    Since 1990, thousands of merchants across the nation have relied on First American Payment Systems for quality payment solutions. We offer competitive transaction processing rates and we support the latest point-of-sale equipment, software and VARs on networks that process billions of dollars in transactions each year. Our merchants rely on First American Payment Systems 24 hours a day, 7 days a week to keep their business running smoothly.


    First American Payment Systems, headquartered in Downtown Fort Worth, is current looking to fill a technical customer service position at our call center! The Help Desk Specialist will provide complex technical support and customer service to our external customers.


    The hours for this position are Monday – Friday from 8:00am to 5:00pm CST.


    • Complete remote installation of POS devices, units and software to external customers
    • Provides high level of technical support and troubleshooting on complex computer related systems and POS devices.
    • Assist with inquiries including billing, fee, statement questions, etc.
    • Logs and tracks inquiries using a CRM and maintains history records and related problem documentation.
    • Attend on-going training sessions to develop expert-level proficiencies in departmental and company procedures
    • Exhibit leadership capabilities by maintaining above average attendance, a positive attitude, integrity and professional demeanor.
    • Exhibit strong, open communication with co-workers, Supervisors, Managers, and other departments.
    • Must be able to successfully complete QIR certification (company sponsored)
    • This is a call center environment that provides high level technical support using complex computer related systems.


    • Experience working in a managed services environment preferred.
    • 2 year degree and/or CompTIA A+ certification preferred.
    • Experience troubleshooting, programming and maintaining POS software.
    • Computer literacy using DOS/Windows and associated software programs.
    • Possesses proven leadership skills, excellent organizational skills and is comfortable communicating with all levels of management. 
    • Ability to work independently in a multi-task environment, as well as part of a team. Work well under pressure and adapt to rapidly changing environment.
    • Prior customer service and technical troubleshooting experience in a call center environment is required. 
    • Solves problems by gathering information and evaluating options.
    • Manages time effectively and prioritizes competing tasks to meet deadlines.
    • Maintains excellent attendance and completes quality work on time.
    • Bilingual (English/Spanish) is beneficial, but not required. 

    What we offer:

    • Competitive pay!
    • A Benefits package that includes affordable medical, dental, vision, life insurance, short term and long term disability, a Flexible Spending Account, and More!
    • PTO
    • Matching 401(K)
    • Educational Reimbursement
    • Health Club Reimburmsent
    • Paid Parking in Downtown

    If you are ready to work for a great Fort Worth company, apply now!  

    Key words: call center, customer service, technical support, merchant services, help desk, customer care, support, service.











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