Senior Tech Support Specialist

Responsible for answering inbound calls from merchants and sales associates and for resolving issues at an advanced level. Taking full ownership of issues, which can range from troubleshooting terminals to researching detailed account information, with a strong emphasis on customer satisfaction. Participate in ongoing, hands-on training to learn all aspects of departmental procedures and providing the highest quality of customer service possible. Complete all assigned work functions such as reporting, processing reversal/rekey requests and monitoring front-end system to resolve batch errors.
+ Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information.
+ Place outbound or follow-up calls to merchants or sales associates as needed.
+ Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems.
+ Provide...