Elavon Technical Support Representative

Provides telephone support to merchants, responding to questions on Internal/External PC and terminal based products for Premier merchants. Builds software profiles and downloads to terminals by performing the following duties.
 
Essential Duties and Responsibilities include the following.  Other duties may be assigned.
 
Provides telephone support to merchants in a 24 hour call center, responding to questions on merchant processing products. 
 
Analyzes and resolves technical problems associated with merchant premier products. 
 
Builds software prograns and downloads terminals and other premier equipment.
 
Evaluates merchant needs and make recommendations for upgrades.
 
Performs software upgrades as needed. 
 
Maintains a knowledge base of both Firsh Horizon merchant systems and the products of 3rd party vendors.
 
Orders equipment as needed. 
 
Trains merchants as needed on terminal products.
 
Maintains a high level of quality and support to merchants.
 
Responds to service level needs. 
 
Utilizes customer support systems to record and document all customer contacts. 
 
Reviews current helpdesk software products and makes recommendations regarding those that could provide improved product delivery.
 
Recommends procedural changes for the Technical Services Department to improve the product or service delivery based on customer feedback. 
 
 
Basic Qualifications
- High school diploma or equivalent
- Two or more years of related experience and/or training; or equivalent combination of education and experience.
 
Preferred Skills/Experience
- In-depth knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems and procedures
- Excellent telephone, interpersonal and verbal communication skills
- Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
- Ability to identify and resolve/escalate complex problems with minimal guidance
- Proficient computer skills, especially Microsoft Office applications
- Proven commitment to high quality customer service
- Excellent time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service


-Technical aptitude and experience very helpful