Technical Support Specialist – Customer Operations

Technical Support Specialist – Customer Operations

We are seeking a detail-oriented Technical Support Specialist to join our team. This role is essential in maintaining strong customer relationships, supporting internal operational processes, and ensuring smooth service delivery across our platforms.

The ideal candidate is a proactive problem-solver who thrives in a fast-paced environment and is committed to delivering exceptional technical support and customer service.

Candidates with experience in the payment processing or merchant services industry, particularly with POS systems and credit card terminals such as Clover, Dejavoo, PAX, and Nexgo, will be highly preferred.

Key Responsibilities

Technical Support & Customer Service

• Provide technical support to merchants and agents via email, chat, and phone.
• Troubleshoot and resolve issues related to POS systems, payment terminals, and merchant accounts.
• Support merchants using Clover, Dejavoo, PAX, Nexgo, and other payment processing devices.
• Assist customers with billing inquiries, rate explanations, transaction issues, and terminal configurations.
• Provide comprehensive support for core company products such as DERPS and Dolphin POS.
• Handle maintenance requests and updates for merchant accounts.
• Focus on customer retention by providing timely solutions and maintaining service quality.
• Work proactively to prevent customer churn by addressing concerns quickly and efficiently.

Administrative & Operational Tasks

• Monitor and respond to incoming emails, support tickets, and system notifications promptly.
• Manage merchant onboarding processes, including application submission and account setup.
• Maintain and organize merchant documentation and system records.
• Support ticket management for agents and internal departments.
• Ensure a smooth onboarding experience for new merchants.
• Assist merchants and internal teams in effectively using the DERPS/CRM system to improve workflow efficiency.
• Contribute to improving internal processes for better customer support and operational efficiency.

Quality Assurance & Financial Support

• Conduct ticket audits and issue reviews to identify recurring technical or operational problems.
• Identify and resolve billing discrepancies or incorrect charges.
• Support financial processes including billing verification and collections support through the DERPS system.
• Collaborate with internal teams to reduce repeat issues and improve service quality.
• Assist in maintaining accurate financial and operational records.

Required Qualifications

• 3+ years of experience in technical support, customer service, or merchant services.
• Experience working with POS systems and credit card terminals such as Clover, Dejavoo, PAX, Nexgo, or similar devices.
• Strong understanding of payment processing and merchant account operations.
• Proficiency with CRM systems, help desk platforms, and ticket management systems.
• Experience handling billing systems and financial support processes.
• Strong written and verbal communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Technical troubleshooting experience in POS or payment terminal environments.
• Technical Associate’s degree preferred.

Work Environment

This position requires the ability to manage multiple customer requests simultaneously, including technical troubleshooting, onboarding support, and operational coordination. The role involves both independent work and close collaboration with internal teams to ensure optimal customer experiences and service delivery.

Working Hours

07:00 PM – 03:00 AM (Pakistan Standard Time) Remote

Work Location: Remote