Elavon Point of Sale Tier 2 Technical Support Representative

Talech Inc, is a leading cloud based mobile point of sale software solution provider, recently acquired by US Bank. From bars and restaurants to clothing stores and spas, businesses all over are choosing Talech for it's simple interface and powerful use of data in the form of intuitive and intelligent software.

Our mPOS software solution allows businesses to run their business, simplify operations, and obtain key insights through powerful analytics to make better decisions.

We offer a world class 24/7 product support to our customers via email, live chat and phone to include (but not limited to) technical & installation support. Our customers love us.

Talech customer support representatives engage with customers taking inbound contacts, support callbacks, support tickets, and/or live chats. Our primary role is to supply a superior customer experience while quickly solving and assisting customers who run their business using Talech mPOS software. Our representatives aim to take ownership of the customer’s situation and/or request and deploy expert troubleshooting techniques to quickly deduce, solve, and educate on a wide variety of issues.

**IMPORTANT Job Information**

Training Schedule 8 Weeks: Monday - Friday 8:00 AM - 4:30 PM CST

Set working Schedule: Mon, Tues, Thur-Sat 3:30 PM - 12:00 AM CST (Wed & Sun OFF)

Pay: $23-24/hour based on technical experience

Daily Responsibilities

• Provide Tier 1 agents (first level support) with mentor support when dealing with difficult or unfamiliar technical issue – serving as the process, policy and technical subject matter expert.

• Monitor and respond to the inbound queue of escalation tickets within required service level thresholds – actively engaging with merchants, sales and partners to deescalate the situation and ensure technical resolution and high quality of customer satisfaction.

• Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted

• Log escalations/complaints in relevant escalation doc

Basic Qualifications

• High school diploma or equivalent
• Two or more years of customer service experience

Preferred Skills/Experience

• Critical thinking & problem solving

• Patience, determination & ability to deescalate emotionally charged situations

• Solid understanding of talech core concepts (Products, Payment flows, Order Management, Hardware).

• Excellent written and verbal communication including proper spelling and grammar.

• Relevant work history and experience with Google Sheets or MS Excel a plus.

• Reliable: Second level support must be reliably available on-time as-scheduled.

• Outstanding delivery of tier 1 expectations:

  • Customer service oriented, kind and relatable.

  • Ability to listen closely to take action on customer’s inquiries.

  • Uses sound logic and troubleshooting techniques to find root cause issues.

  • Ability to teach and educate somewhat technical issues to novices.

  • Reliable on-time arrival, flexible break & lunch timing based on customer call arrivals.

  • Coachable, ready to learn and grow within our environment.

  • Ready for the challenge of working in a small, dynamic and fast-growing team.

  • Proficient in the creation, maintenance and troubleshooting of wireless & Bluetooth technology / networks

  • Technically familiar with iOS operating systems - (iPad)

  • Previous experience working at SaaS, small business, or payments focused companies.

  • Networking

  • Support ticket tools, such as Zendesk and Service Cloud.

Additional Plus

• Bi-Lingual (Spanish or French)

• Bachelor’s degree and / or equivalent experience in a previous online technical support role or with point of sale systems. (Retail & Restaurant).

Location Expectations

This role is designated as U.S. Home-Based remote.