The Role :
Configure and troubleshoot credit card drivers, gift card drivers and data communications on systems platforms (including DOS, Windows and UNIX).
Diagnose and resolve communication errors and authorization and settlement issues with major processors (including TSYS, Chase Paymentech Solution, Global Payments and First Data Merchant Services.
Accurately diagnose and resolve over 70% of incoming calls.
Act as liaison and advocate on behalf of customers with third-party vendors to ensure that their problems are resolved to their complete satisfaction.
Provide preliminary funds research assistance for missing and duplicate batches and / or transactions.
Assist clients and dealers with installations during weekends and after hours. Also assist Installation Technicians on installation issues as an escalation point.
The Ideal Candidate :
Associate’s degree in Computer Information Technology (preferred) and / or a minimum of two years of related technical support or customer service experience.
Experience with Windows XP operating system (or newer) is required.
One year of credit card or banking industry experience is preferred.
A+ Certification, MCP Certification (Windows NT Server and Workstation, TCP / IP, Networking Essentials) and / or MSCR preferred.
Working understanding of computer software systems and various communication protocols.
Must understand technical fundamentals of computer systems and / or credit card processing with the ability to communicate technical instructions and resolution procedures in a clean and concise manner, both verbally and in writing.
Familiarity with the credit card processing authorization and settlement process as well as major credit card processor auth / settlement file specifications (incl.
Vital, PTI, Global, NPC, FDMS) and interchange qualification requirements is a plus.