Technical Support Representative

Phoenix, AZ
United States

Pivotal Payments

201 to 500 employees

Company Info

Job description

Reporting to the Contact Center Supervisor, our Technical Support representative will serve as the primary point of contact for our clients seeking technical or troubleshooting assistance with their payment device or software.

Due to the quickly changing nature of payments technology and security standards, we are looking for adept problem solvers willing to take ownership of solving our customers’ technical issues, big and small, from beginning to end.

You will be expected to research and deliver the solution to our clients’ issue quickly, using all resources and tools available to you. However, you will sometimes have to think on your feet to deliver the best solution, on time, and within the performance standards set for you and the team; with respect to productivity, quality of service, attendance and schedule adherence.

Duties/Responsibilities

  • Answer inbound customer service related calls and take ownership of any issues reported by our clients.
  • Provide technical support for POS terminals and other Pivotal Payments products;
  • Ensure timely and effective resolution of any customer requests or issues;
  • Log all issues properly into an electronic issue/action log system.
  • You enjoy own challenging customer interactions and resolve them in a professional manner.
  • Being accountable for ensuring the achievement of proper problem resolution.
  • Comply to corporate policies including but not limited to the code of conduct;
  • Communicate verbally and in writing with different parties in a clear and professional manner;
  • Foster client loyalty;
  • A team player with good communication skills
  • Accept feedback and use it as an opportunity for improvement and growth.
  • Any other related tasks or duties that are deemed essential for the success of the company and the satisfaction of our clients.
  • Qualifications (skills/experience)
  • A College Diploma or higher.
  • Knowledge of ECR (Electronic cash register) and POS (Point Of Sales) environment is also considered an asset.
  • Technical Knowledge in troubleshooting network and hardware issues (basic knowledge).
  • Minimum of 1 year of experience as an agent in a Contact Center
  • Good troubleshooting and problem solving abilities;
  • Excellent customer service skills;
  • Ability to be tactful, maintain confidences and foster an ethical working environment;
  • Proven ability to work with grace under pressure in a dynamic team environment;
  • Very good knowledge of MS Office;
  • Ability to work in English. Spanish and other languages are considered as an asset.
  • Flexibility and adaptability into working hours (ability to work days, evenings, weekends, shift rotation).
  • Work on the basis of seeking growth at Pivotal.

Company Description

Our mission is to provide real partnership solutions and meaningfully impact our merchants by being the most responsive, innovative and cost competitive merchant processing provider in North America and in the United States.

We are an EEO/AA Employer and consider applicants without regard to race, color, religion, sex, national origin, disability, or veteran status.

All offers are contingent on passing a background check.

Work location: Phoenix, AZ

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