Job Title: Customer/Technical Support Representative

Location: Greensboro, NC (Office-based)

The Opportunity:

We are seeking a Customer/Technical Support Representative to join our team in Greensboro. This role is designed to provide exceptional service to our merchants and partners while also offering the opportunity to mentor on-site staff. Merchants and partners will contact our call center seeking assistance with their hardware and software, and you will be responsible for resolving their technical challenges. You will bridge knowledge gaps, recommend solutions, and help streamline their operational processes. If you're naturally inclined to help others, enjoy troubleshooting technical issues, and can explain complex details in simple terms, we’d love to meet you.

The ideal candidate will have experience in merchant services and an understanding that our merchants’ success directly impacts our own. You should thrive in a collaborative and fast-paced environment and be someone that both merchants and internal teams can rely on for timely, accurate, and effective solutions.

Key Responsibilities:

• Customer Issue Resolution: Provide immediate support to both new and existing merchants, troubleshooting hardware, software, and processing issues.
• Collaboration with Internal Teams: Work with various internal teams, such as Sales, Management, and our partners, to resolve complex technical issues and ensure a seamless customer experience.
• System Expertise: Maintain a deep understanding of the systems and technologies used by the support team to assist with merchant inquiries and troubleshooting.
• Handling Complex Issues: For more complicated technical challenges, engage directly with clients via phone or email, providing clear instructions, troubleshooting steps, or creating technical documentation.
• Process Improvement: Contribute to process improvements by identifying recurring merchant issues, recognizing patterns, and sharing insights and solutions with the Support Leads and Manager.
• Knowledge Management: Oversee and update the internal knowledge database, creating and maintaining reference materials, FAQs, and support articles to assist internal teams.
• Training and Development: Attend training sessions for new products, systems, and tools to stay current with industry trends and enhance your technical skills.

Ideal Candidate Qualifications:

• Previous experience in merchant services or technical support, with a strong understanding of hardware and software used in the payment processing industry.
• Excellent problem-solving skills with the ability to explain complex technical concepts in a clear and accessible manner.
• Strong communication skills , both written and verbal, with a customer-focused approach.
• Collaborative mindset , able to work with cross-functional teams and contribute to group problem-solving.
• Ability to maintain a positive attitude in a fast-paced environment and provide exceptional customer service.
• A proactive and solution-oriented approach to identifying and addressing merchant needs.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and dynamic team environment.