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Technical Support Representative

EVO Payments, Inc.

This is a Full-time position in Addison, TX posted February 4, 2021.

nnWe are excited to welcome an experienced Technical Support Representative to our beautiful office in Addison.nn nnAs a Technical Support Representative, you will provide POS technical service and support to EVO’s internal and external merchant base and respective sales channels.nn nn What you’ll do: nn Answer calls, emails, internal work orders and escalation requests in an ACD call queue based setting and in accordance with service level expectations Phone merchants, agents, partners, and other company related entities in accordance with policy and procedures.

Maintain call queue awareness at all times and maintain adherence to call center operating guidelines as provided by management Respond to, follow-up, and complete requested assignments in an effective and ongoing manner Assist merchants with reconciling their processed transactions Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral equipment, POS applications and semi-integrated solutions according to set procedures Maintain detail-oriented and customer-centered focus while troubleshooting POS related issues or working requests to ensure accurate and efficient maintenance of work.

Make accuracy and quality a priority by double-checking work prior to completion Work with all sales channels to provide ongoing technical support for merchants as defined by the product classification Log interactions, which include calls, emails and maintenance queue, using detailed, specific and professional remarks in internal systems Maintain thorough knowledge of supported systems, up to but not limited to POS downloader systems, third party portals and support/administration tools, front end processing systems and proprietary internal systems Attend trainings and complete on-line assessments to maintain a thorough knowledge of all processes, procedures and information that affect / impact the department and company as a whole, included but not limited to card industry regulations, interchange, dues and assessments, and PCI-DSS and PA-DSS compliance Assist fellow team members with answers to questions and/or problem resolution via verbal or written communications Work independently in a fast paced environment and adhere to deadlines even when under pressure Identify and provide follow-up and timely resolution for all issues presented in the Technical Support work queue Perform miscellaneous job duties as assigned by management Escalate issues, as necessary, to management on duty nn About you: nn High School diploma required Minimum of 1 year of college or equivalent work experience preferred but not required 3 years of experience in a technical support or customer service help desk role required Credit card experience in the acquiring or issuing industries preferred Proficient computer skills using Microsoft Office suite including Word, Excel, Access, Outlook and Windows based programs required Ability to sit for prolonged periods of time, wear a headset, look at a computer monitor and utilize a company approved keyboard required Ability to work evenings, weekends, overnight and holidays as needed for support, training and/or conversions required Ability to utilize effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision required Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier, calculator, and other general office equipment required Experience with POS debit and credit terminal hardware and software preferred Ability to adapt to frequent or unexpected changes in the work environment and be able to adjust approach or method to best fit the current situation required Strong analytical, problem solving, decision making skills required nn Why work at EVO?

nn Learn from and grow with a worldwide payments industry leader Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more Thrive in a collaborative culture that supports innovation Take advantage of a supportive work-life balance Benefit from global career opportunities and advancement EVO Payments, Inc.

is a leading payment technology and services provider.

EVO offers an array of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across North America and Europe.

As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.nn nn Disclaimer nn nnThe preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc.

is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.nn

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