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POS Support Representative in Morrisville, NC with Greene Resources

Date Posted: 2/9/2018

Job Snapshot

Job Description


Job Number: 29365


POS Support Representative


Job Description:

Our client is searching for A POS Support Representative to work with customers to identify POS system related problems and advise them on solutions. This candidate will be analyzing call logs to notice common trends and underlying problems by applying a logical thought process and through trouble shooting. A POS Support Representative will also support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. Representatives are also expected to acquire an in depth understanding of the software and equipment customers are using.


Responsibilities:


  • Research and resolve Point of Sale terminal issues and questions from merchants and Independent Sales Representatives

  • Ability to listen attentively to customer needs and concerns, demonstrate empathy while maximizing opportunity to build rapport with the customer

  • Improve terminal performance by identifying problems and recommending changes

  • Diagnose customer issues through process of elimination by asking probing questions

  • Provide customers with efficient and courteous service

  • Provide resolution by identifying problems, researching answers and guiding merchants through corrective steps

  • Receive and resolve inbound calls, emails, chats, tasks, and tickets

  • Make follow up outbound calls to customers to ensure their issues are resolved completely


Education Requirements:


  • Bachelor's Degree

  • IT Degree or in pursuit of one


Desired Background/Skills:


  • An A+ certification is beneficial

  • IT degree or in pursuit of one

  • Bilingual (English/Spanish) is a plus

  • 2+ years Customer Service/ Technical Support experience preferred

  • Experience in the banking or credit card processing industry preferred


Qualifications:


  • Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus

  • Excellent listening, written, and verbal communication skills

  • Strong problem solving skills with proficient attention to detail

  • Must be able to handle multiple tasks at once in a fast paced inbound call center environment

  • Interact and coordinate with other departments to resolve customer issues

  • Ability to adapt to and implement change

  • Creative and forward thinking

  • Proficient in relevant computer applications

  • Experience with one of the following is required: Windows NT, 2000, 2003, XP

  • Comfortable on the phone and in person for meetings


Other Information: