Specialist I, Technical Support (Call Center)

Title
Specialist I, Technical Support (Call Center)
Customer Success
Reports To
Customer Support Manager

Position Overview:

We are looking for a dedicated Specialist I, Technical Support to join our Customer Success Department and serve as the primary contact for new and existing merchants who require technical and financial support. This role is crucial in delivering a "white-glove" experience to our clients by providing frontline customer support, entry-level troubleshooting, and ensuring merchant processing is secure and reliable. The ideal candidate will be highly organized, proactive, and committed to providing excellent customer service.

What we're obsessive about:

Customer Satisfaction: Providing timely and effective solutions to merchants while maintaining a high level of service quality.
Technical Troubleshooting: Accurately diagnosing and resolving merchant processing issues to ensure seamless transactions.
Proactive Problem-Solving: Identifying common customer concerns and offering strategic solutions.
Collaboration & Communication: Fostering strong relationships with merchants and internal teams to improve service efficiency.

Duties and Responsibilities:

Customer Support & Issue Resolution:
Answer inbound calls from the IVR system and assist merchants with their inquiries.
Provide support to new and existing customers experiencing processing issues.
Troubleshoot (entry-level) technical issues remotely and onsite as needed.
Ensure a smooth and efficient resolution process while maintaining a customer-focused approach.
Technical & Financial Assistance:
Assist merchants with account setup, financial inquiries, and bank account reconciliations.
Guide customers in understanding and using the platform effectively.
Maintain accurate records of merchant interactions and follow up on outstanding issues.
Operational Efficiency & Organization:
Organize and prioritize multiple work assignments while maintaining accuracy.
Adapt to evolving business needs and workflows efficiently.
Ensure compliance with security protocols to safeguard merchant transactions.
Perform other related duties as assigned.

Qualifications:

Associate degree or equivalent experience in Computerized Information Systems, Computer Science, or a Technical Support environment.
Some relevant experience in computer technical support (onsite technician experience is a plus).
Background in customer service and/or a call center environment.
Bilingual proficiency in English and Spanish (both written and verbal communication skills required).
Strong organizational and time management skills.
Effective problem-solving and analytical thinking abilities.
Self-motivated, detail-oriented, and team player with strong interpersonal skills.
Adaptability, flexibility, and resourcefulness to handle shifting demands.
Outgoing personality with the ability to work with diverse individuals and businesses.
Willingness to learn new skills and stay updated in a fast-paced industry.

Working Conditions:

On site: 8-hour shift.
Extensive desk-based work, including prolonged periods of computer use and administrative tasks.
Frequent interaction with merchants, venders, sales representatives and internal teams.

Travel

NA

Job Classification

Non- Exempt

Equality:

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at ******.

Compensation and Benefits

Our compensation reflects the cost of labor across various geographic markets, including Puerto Rico. Actual compensation may vary based on factors such as location, skills, experience, and role-specific responsibilities. Additional forms of compensation – including incentives or bonuses – may also be included in the total compensation package.

We provide a full range of benefits to support your health and wellbeing, including medical coverage, financial resources, and additional support tools to help you succeed.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.