Technical Support Representative

Job Description

Job DescriptionDescription:

As a Level I Technical Support Representative, you will be the primary point of contact for merchants utilizing our web chat feature, via phone, and email. Responsibilities include answering inquiries regarding Fortis services, maintenance changes, basic terminal and gateway support, gateway closures and transaction research. This role requires effective written communication documentation skills.

ESSENTIAL DUTIES:

Level I Technical Support Representative:

• Effectively resolve all incoming chats:
• Zeamster technical inquiries
• Zeamster integration inquiries
• Transactional research
• Customer Support requests (transfer to Customer Support)
• Basic 3rd party gateway support
• Basic terminal support
• CoS/ToS requests
• Basic software conversions
• Gateway closures
• Develop an understanding of the different types of file builds including Retail, Restaurant, MOTO, Internet, Lodging.
• Escalate issues to the proper contacts with the Processor directly or internally.
• Work with the Processor or Internal Departments at Fortis for a resolution
• Utilize resources and techniques to answer basic questions and solve problems via web chat.
• Understand the functionality of the Fortis (Zeamster) Gateway and effectively communicate the functionality of the system to merchants.
• Understand the functionality of our 3rd party gateways and effectively communicate the functionality of the systems to merchants.
• Understand the payment industry networks, partnerships and demonstrate the ability to work with different payment platforms.

Requirements:

• Associates degree in computer science or related work experience
• Payment industry experience preferred but not required
• IT or computer repair background preferred but not required
• Demonstrated customer service skills
• Must have ability to communicate well with external and internal partners both in written and verbal form
• Strong problem solving and analytical skills
• Demonstrated organizational skills and follow-through
• Be a team player and a “get it done” attitude