Technical Support Representative

Harbortouch offers a full range of merchant services, supplying POS systems, electronic cash registers and credit card processing terminals. As one of the largest and most reputable payment processors in the United States, Harbortouch currently handles the merchant accounts for over 110,000 business locations and processes in excess of $9 billion annually, with those numbers continually increasing. We are looking for unique, hands on, and forward looking individuals who are enthusiastic for creating an experience our clients will remember.

A Technical Support representative is expected to work with customers to identify credit card terminal problems.  They should achieve resolution by analyzing call logs to notice common trends and underlying problems and by applying a logical thought process to the trouble shooting they are performing based on the training they have been given.  They should support interactions with customers through multi messaging campaigns such as email, tickets, phone, task systems, and chat systems. These interactions should be coordinated and real time.  Representatives are also expected to acquire an in depth understanding of the software and equipment customers are using accompanied by good interpersonal and customer service skills.

Responsibilities:

• Research and resolve credit card terminal issues and questions from our merchants and our Independent Sales Representatives.

• Listening attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Improve terminal performance by identifying problems; recommending changes

• Diagnose customer issues through process of elimination by asking probing questions

• Provide customers with efficient and courteous service.    

• Provide resolution by identifying problems; researching answers & guiding  merchants through corrective steps

• Receive & resolve inbound calls, emails, chats, tasks, & Tickets              

• Make follow up outbound calls to customers

Skills Needed:

• Experience working with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus.

• Excellent listening, written, and verbal communication skills

• Strong problem solving skills with proficient attention to detail

• Must be able to handle multiple tasks at once in a fast paced call center environment

• Interact and coordinate with other departments to resolve customer issues

• Ability to adapt to and implement change

• Creative and forward thinking

• Proficient in relevant computer applications

• Bilingual (English/Spanish) is a plus, but not required

• 2+ years Customer Service/ Technical Support experience preferred, but not required

• Experience in the banking or credit card processing industry preferred, but not require

Required Education and Experience

• High school diploma or equivalent is required

• Knowledge of customer service core principles and practices

• Familiarity with the Microsoft Office Suite

All your information will be kept confidential according to EEO guidelines.

Our Culture: We are in search of individuals that share our values: Passion for the work, Understanding, Inventing, Building, Discipline, Learning, and Respect and Teamwork. We are foodies, and we are into fitness. We have outdoor patios for eating and interacting with teams from other divisions. Our Allentown campus holds 3 buildings and over 300 employees. In the spirit of learning and developing, we offer our employees access to various educational resources.