Partner Technical Support Rep

US-TX-Fort Worth
Category
Customer Service

Overview

Partner Technical Support provides advanced support to sales agents/partners by taking inbound calls to assist them in downloading and/or troubleshooting credit card equipment, VAR setups, serve business customers, install and maintain systems and products, keeps records, and comply with regulations.

Responsibilities

  • Support Sales agents by taking inbound calls to assist them in downloading and troubleshooting credit card equipment
  • Provide superior level of technical assistance with immediate resolution if possible
  • Log all calls in the merchant systems
  • Assist with deployment escalations
  • Provides reliable and accurate education and/or training to partners about products and services
  • Stay up to date with the latest POS equipment and applications
  • Assists in projects as needed

Qualifications

  • Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
  • Possess a working knowledge of internal application systems
  • Promotes excellence by providing superior service exceeding customer expectations
  • Uses customer-oriented phone etiquette by greeting callers, establishing rapport, projecting a professional tone, handling complaints, and recording statistics on each call
  • Exercises exceptional listening skills to gather information, handle complaints and record call statistics
  • Ability to develop rapport with client management and maintain strong working relationships
  • Presents a professional, positive image that reflects well on the organization
  • Experience developing communication processes and procedures to facilitate the exchange of information among internal and external groups
  • Manages time effectively and prioritizes completing tasks to meet deadlines
  • Is excited and energized by innovations in technology
  • Analyzes complex information, makes sound recommendations and rapidly learns new skills
  • Solves problems by gathering information and evaluating options
  • Has excellent attendance and completes quality work on time
  • Conscientiously and methodically approaches work. Sees tasks through to completion
  • Committed to meeting quality standards.

 

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