Technical Support Representative
David Aplin Group
Kanata
2 months ago

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.

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