• Technical Support III

    Job Locations US-TX-Fort Worth
    Category
    Information Technology
  • Overview

    Come and join the leading payment technology company, First American Payment Systems, located in Camden, New Jersey (NJ).  The Technical Support Level III provides technical support to Partners for highly complex computer related escalated technical problems.  

    Responsibilities

    • Answers calls from partner(s) and responds to moderately complex partner inquiries to ensure needs are met (call queue). 
    • Provides guidance regarding software and hardware problems
    • Resolves or refers highly complex technical problems as appropriate.  Follows up with partners to ensure that partner inquires are resolved within the contracted or agreed upon time frame.
    • Logs and tracks inquiries using a CRM and maintains history records and related problem documentation
    • Mentors those agents who may not have the same technical skillset
    • Shares knowledge via creating knowledge-base articles and adding them to the knowledge-base system

    Qualifications

    • Experience working in a managed services environment preferred
    • Preferred payment systems knowledge
    • Desire 2 year degree and/or CompTIA A+ certification
    • Excellent customer service skills/customer focused
    • Excellent verbal and written communication
    • Excels at problem solving
    • Troubleshooting Win, Mobile, Server (Linux/Windows)
    • Detailed oriented in ticket management and documentation
    • Can handle challenging support calls
    • Motivated and self-managed
    • Prompt and uses good time management
    • Payment systems knowledge preferred

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