Technical Support Rep - Merchant Services

Deluxe; United States; Remote; USD 40,000 - 80,000; Full time

Job description

WHO YOU ARE:

Is it exhilarating to be thought of as the subject matter expert? Do you take pride in delivering a "white glove" customer experience? Can you operate in the "grey"? Do you enjoy gathering information to identify problems and suggest and implement resolutions?

ABOUT US:

Deluxe Merchant Services+ is an industry-leading complete payment processing company that accepts a wide range of payment methods, simplifies PCI compliance and deposits money in your bank account while delivering a smooth checkout experience. We provide our partners and merchants with powerful in-store, online, and mobile payment solutions. Our technology is paired with the latest in payment security and backed by superior customer service. We help businesses pay, get paid, optimize, and grow.

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RESPONSIBILITIES:

The Technical Support Rep predominately focuses on two major functions: 1) being a trusted subject matter technical integration expert and 2) providing best-in-class technical and operational support.

• Provide technical support to Partners for highly complex computer-related escalated technical problems.
• Answer calls and respond to moderately complex inquiries.
• Provide guidance regarding software and hardware problems.
• Resolve or refer highly complex technical problems as appropriate.
• Follow up to ensure inquiries are resolved within the contracted or agreed-upon time frame.
• Log and track inquiries using a CRM and maintain historical records and related problem documentation.

BASIC QUALIFICATIONS: (Required)

• Associate's Degree AND 2 years of related experience, OR HS/GED AND 4 years of related experience.
• 3 years of technical support experience.
• 1 year of payment industry experience.
• Experience with SQL and ability to write basic selection queries joining multiple tables.
• Experience working with a ticketing system.
• Web-based troubleshooting experience.
• Must be 18 years of age or older.

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• Healthcare (Medical, Dental, Vision).
• Paid Time Off, Volunteer Time Off, and Holidays.
• Employer-Matched Retirement Plan.
• Employee Stock Purchase Plan.
• Short-Term and Long-Term Disability.
• Infertility Treatment, Adoption and Surrogacy Assistance.
• Tuition Reimbursement.

These benefits are designed to enhance health, protect financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail] .