What are the responsibilities and job description for the Technical Support Specialist position at Fortis?
Description
As a Technical Support Specialist, you will be a point of escalation regarding technical support issues for our merchants. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. You will also be responsible for researching, documenting and communicating the above issues effectively and accurately.
ESSENTIAL DUTIES:
- Hardware - Terminals and Pin pads
- Completing Deployment Requests
- Programing/Shipping of hardware
- Reprogramming existing hardware
- Setup/installation of hardware
- Troubleshooting hardware and software issues
- Terminal/Warranty Replacements
- Hardware integrations
- Understanding the different types of file builds including Retail, Restaurant, MOTO, Internet, Lodging
- Escalating issues to the proper contacts with the Processor directly or internally
- Working with the Processor or Internal Departments at Fortis for a resolution
- Onboarding of new accounts/services including but not limited to:
- Credit Card Processing
- ACH Processing
- Value Added Services such as Gift Cards, Check Services, etc.
- Utilizing resources and techniques to answer basic and complex questions and solve problems for Merchants, Agents, Partners, and internal Fortis Departments.
- Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
- Understanding the functionality of the Fortis (Zeamster) Gateway, and being able to communicate the functionality of the system to Merchants and Agents
- Scheduling/coordinating conversions for PMS/POS or Gateway
- Understanding the functionality of our 3rd party gateways, and being able to communicate the functionality of the systems to merchants and agents
- Understanding the payment industry networks, partnership and being able to work with different payment platforms.
- Understanding the different ISV relationships and providing ISV support.
Requirements
REQUIRED SKILLS/ABILITIES:
- PC literacy with strong competency in all Microsoft Office Suite programs
- Possess problem solving skills
- Possess the ability to be accurate with data entry
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Ability to focus
- Ability to multi-task and project manage
- Ability to function well in a high-paced and at times stressful environment
- Ability to use independent judgment in resolving various issues
- Ability to collaborate with team members and other departments
EDUCATION AND EXPERIENCE:
- Education: Associate’s degree in computer science or related work experience
- Experience: Minimum of two years of experience in a business-related environment, payment industry experience preferred.
- Knowledge: IT or computer repair background preferred but not required
PHYSICAL REQUIREMENTS:
- Working Conditions: This is a hybrid position. Call Center/Office environment.
- Physical Activities: Occasional standing, stooping, reaching and lifting up to 25 pounds.
- Physical Demands: Prolonged periods of sitting at a desk, typing on a computer keyboard, and speaking on the telephone. Frequent repetitive motions.
Technical Support Specialist
Newline Interactive – Americas -
Allen, TX
