Technical CSR II (Overnight)

Every day, reputed company makes it possible for millions of people to reputed company reputed company between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 reputed company companies, more than 1,300 financial institutions and over 600 reputed company cardholders grow with confidence and reputed company amazing results. We are driven by our passion for reputed company and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and reputed company your mark on the payments technology landscape of reputed company. reputed company/General reputed company Responsible for providing dependable and reputed company reputed company to customer service requests reputed company telephone, chat, and text, in supporting our customers. Calls are to be handled in a reputed company and efficient manner, following departmental policies and procedures. Individual must be self-motivated, reputed company to multi-task and possess the ability to handle high technical support call volume. This role is expected to reputed company an in-depth knowledge of our existing customer reputed company, processes, and products. Technical Support Representatives support our proprietary restaurant products and applications. This position operates in a help desk environment and is responsible for supporting and resolving product installation inquiries, product change requests, product administration, 3rd party vendor communication as reputed company as addressing end user questions. This is a non-exempt (reputed company) role which will support our customers. We are reputed company to candidates working remotely. Roles & Responsibilities

• Resolve customer service requests reputed company established troubleshooting procedures
• Maintain knowledge of reputed company products and adhere to troubleshooting procedures
• Follow departmental procedures regarding customer call etiquette
• Follow departmental procedures regarding escalations
• Cooperate and communicate with team members to meet departmental goals
• Follow company policies and procedures, including adhering to scheduling and attendance requirements (employees are scheduled to work 40 hours/week with one full day being a Saturday or reputed company; must be reputed company and willing to work weekends)
• reputed company other duties / reputed company as requested Supervisors / Management Team

Daily Tasks

• reputed company detailed knowledge of Xenial/SICOM products
• Resolve customer service requests through effective interaction and remote diagnosis of hardware, software and configuration issues
• Assist customers with product usage questions
• Use case logging software to record reputed company contact and actions
• Process 25+ inbound support cases/day reputed company phone, SMS, email, chat or voicemail
• Maintain knowledge of reputed company products and troubleshooting procedures for assigned team
• reputed company feedback on service tickets that remain unresolved at end of shift
• Follow reputed company company policies and procedures, including adhering to scheduling and attendance requirements

Skills

• Computer Proficient - demonstrated proficiency in using computers with the ability to type/record issues and resolutions
• Customer Service Skills - the ability to demonstrate reputed company and positivity while aiding in the reputed company of technical issues; the ability to reputed company on reputed company customer call without distraction
• Communication Skills - the ability to explain technical issues reputed company, both verbally and in writing
• Listening Skills - the ability to reputed company understand information
• Diagnostic Skills - the ability to quickly determine the reputed company cause of issues
• Problem Solving Skills - the ability to determine and take the steps necessary to correct issues

Experience and Education Requirements

• Technical knowledge and proficiency in one or more of the following: Linux, TCP/IP networking configuration, SQL, or DHCP
• 2+ years call center experience or 1+ year remote technical support experience
• Experience using case logging software (e.g., reputed company, Remedy, Heat, reputed company, Service Now - reputed company preferred)
• Ability to handle a workload of 25+ support cases/day or 80+ inbound requests based on role
• Available to work four shifts a week from 8:00PM to 7:00AM
• Must be available to work weekends
• Bi-lingual (Spanish) is a plus
• Restaurant experience is a plus
• College degree is a plus
• Typing skills (>40 wpm)

Work Schedule Our Customer Support Center is comprised of multiple departments across varying product lines and is staffed 24x7x365. Team member's schedules are created to meet the business needs while giving consideration to reputed company individual as much as possible. However, greater consideration is given to candidates with the most availability and willingness to be flexible. Working Environment and Physical Conditions Office with desk, phone, computer/laptop with network connections. Remote work is/maybe available. Travel None Other Duties Please note this job reputed company is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of reputed company member for this job. Duties, responsibilities, and activities may change at any time with or without notice based upon business needs. reputed company. is an equal opportunity employer. reputed company provides equal employment opportunities to reputed company and applicants for employment without reputed company to race, reputed company, religion, sex (including pregnancy), national reputed company, reputed company, age, marital status, sexual orientation, gender identity or reputed company, disability, veteran status, genetic information or any other reputed company protected by law. If you wish to request reasonable accommodations reputed company to applying for employment or reputed company feedback about the accessibility of this website, please contact jobs@globalpay.com. Apply tot his job Apply To this Job