Customer Service / Technical Support Representative
JOB DESCRIPTION

ECS Puerto Rico, a division of USAG, Inc., is a leading provider of merchant payment solutions used by thousands of companies, large, and small. We are seeking experienced customer service and technical support representatives focused on effectively responding to customer inquiries regarding their merchant payment processing account, POS and terminals.

The successful candidates are ambitious, driven professionals who want to be part of a growing payment processing company. You are highly motivated and looking for a career as well as determined to gain opportunities for financial growth and advancements.

Type of Position: Full Time
Nonexempt – 40 hours per week
Location: ECS Puerto Rico Office –
1000 Avenida Juan Ponce De Leon, Suite 2C, San Juan, PR 00907
Reports to: Operations Manager
Hourly wage range $14.00-$15.00

MINIMUM QUALIFICATIONS

Required Qualifications:

• High School diploma or GED
• Technical POS experience (2+ years)
• Software troubleshooting
• Minimum 2 years of experience in customer service dealing directly with customer over the phone or in person.
• Recommended minimum 2 years merchant services industry experience or related industry
• Ability to work flexible hours including nights, weekends and holidays.
• Fluent in English and Spanish (written and verbal)
• Proficient computer skills with ability to learn new software.
• POS experience (Clover, Aldelo, LAVU or related retail software)

Physical Demands:

• Must be able to speak clearly and understandably.
• Must be able to hear communications by phone and in person
• Some light lifting required (under 25 pounds) occasionally.
• Must be able to sit for extended periods during high call volume

Required Behaviors and Skills:

• Service-oriented and able to resolve customer grievances
• Communicate effectively by telephone and in group meetings and discussions
• Strong interpersonal skills and confidence interacting with direct reports, peers, management, customers and vendors

• Good typing skills: excellent grammar skills required for electronic responses and recording of conversations and customer complaints and to communicate with management
• Ability to follow directions and procedures accurately, to organize facts and figures and present thoughts and ideas in a comprehensive format
• Maintain a high level of productivity in a fast-paced environment
• Collect, compile and organize facts, figures and other information in accordance with established procedures or as directed
• Basic arithmetic (addition, subtraction, multiplication, division)
• Proficient computer skills with the ability to learn new software
• Must be able to use the phone, calculator, computer, computer printer, fax, photocopier, and other standard office equipment

Customer Service & Technical Support
Customer Service / Technical Support Representatives respond effectively to customer inquiries. They are responsible, individually, and collectively, for achieving department goals for customer satisfaction. They follow-up by phone or otherwise with customers and other staff members to ensure timely resolution of customer issues. The Customer Service / Technical Support Representatives efficiently set up and maintain equipment and programs for customers. They are responsible, individually and collectively, for achieving department goals for installation effectiveness and support timeliness. They provide technical assistance and answers to customer questions, assisting users by troubleshooting problems with computer hardware or software. The Customer Service / Technical Support Representative will install and program terminals when necessary.

Job Knowledge
The Customer Service / Technical Support Representatives understand, troubleshoot, and resolve issues related to company products and services and continuously grow in their capacity. They have practical and product knowledge skills related to company systems, policies, practices, and job responsibilities. The
Customer Service / Technical Support Representatives train customers to understand and effectively operate merchant accounts, troubleshoot and resolve technical issues related to company systems, policies, practices and job responsibilities.

Customer Service & Technical Support
The position supports customers on a variety of levels, which include and are not limited to; telephone, email, and regular mail. The Customer Service / Technical Support Representative fields customer questions and complaints; when the issue is beyond the representative’s knowledge, The Customer
Service / Technical Support Representative seeks guidance from proper staff or specialists and ensures appropriate actions are taken to resolve customers’ problems and concerns. The position supports calls, emails, and/or other communication from customers and staff members with inquiries regarding software programming, connectivity, printing, and similar concerns. The Customer Service / Technical Support
Representative consult with users to determine steps and procedures taken to identify and resolve the problem; they apply knowledge of computer software, hardware, and procedures to solve problems. They guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

The Customer Service / Technical Support Representative collaborates with other staff to research and resolve problems. They work with programmers to explain errors and/or recommend modifications in

programs. The Customer Service / Technical Support Representative collaborates with other staff to research and resolve problems. They work with programmers to explain errors and/or recommend modifications in programs. The Customer Service / Technical Support Representative determines if hardware needs to be repaired or replaced and arranges such a service. The Customer Service / Technical
Support Representative must be highly organized, able to multi-task, and able to work under time constraints.

Administrative Duties
A wide variety of duties; as such creating written documentation for merchants or vendors in regard to customer satisfaction, processing cancellation and termination requests, reviewing and submitting transaction disputes / chargebacks, contacting merchants about account issues or updates, and other administrative duties that relate directly to the task of meeting customer expectations.

Position must support a variety of equipment and processing programs that include and are not limited to: ATM, POS, PINless, PIN Based Debit, ACH, Gift Cards and otherwise. Primary function in this area is to understand and trouble-shoot equipment and programs, and to properly respond to customer inquiries on products. Technicians maintain knowledge of technology innovations and trends.

Recordkeeping
The position requires proper documentation of customer issues, action steps taken, and final resolution to issue. The Customer Service / Technical Support Representative is also responsible for the ongoing tracking of open issues that may have been referred to another department or company. Outline clear and concise conversation notes answering the “W” questions – Who, What, When and Where. Ensure the accuracy of electronic filing for merchant documentation.

Job Type: Full-time

Salary: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Evening shift
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• San Juan, PR 00907: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: In person

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