WEEKLY ASSIGNMENT 1

JOB VACATION INFORMATION FOR IT

NAMA : LALU FARLAN WIDIYAN IDRIS

NIM : 1710550261

Technical Support Representative

Sterling Payment Technologies • Tampa, FL

Posted 2 days ago

Job Snapshot

Full-Time

Degree - High School

Banking - Financial Services

Customer Service, Other, Entry Level

Relocation - No
Applicants

Job Description

Overview:
The Technical Support Representative’s role is to provide POS technical service and support to
Sterling’s internal and external merchant base and respective sales channels.

Responsibilities
 Ability to communicate effectively in both verbal and written formats with peers and
customers, internal and external.
 Ability to organize and prioritize multiple tasks and projects, work in a fast-paced
environment and meet deadlines.
 Ability to exercise discretion and independent judgment in making decisions and interact
effectively and positively with all levels of personnel, partners, and vendors.
 Ability to resolve specific client issues under tight time constraints.
 Ability to work evenings, weekends, and holidays and overtime as needed.
 Ability to understand and maintain knowledge of relevant product offering, current support
policies and methods of support delivery, in order to provide technically accurate solutions to
customers.
 Ability to handle confidential material appropriately.
 Answer calls, email, internal work orders and escalation requests in an ACD call queue based
setting and in accordance with service level expectations.
 Phone merchants, agents, partners, and other company related entities in accordance with
policy and procedures.
 Maintain call queue awareness at all times and maintain adherence to call center operating
guidelines as provided by management.
 Respond to, follow-up, and complete requested assignments in an effective and ongoing
manner.
 Assist merchants with reconciling their processed transactions.
 Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral
equipment, POS applications and semi-integrated solutions according to set procedures.
 Maintain detail-oriented and customer-centered focus while troubleshooting POS related
issues or working requests to ensure accurate and efficient maintenance of work. Make accuracy and
quality a priority by double-checking work prior to completion.
 Work with all sales channels to provide ongoing technical support for merchants as defined
by the product classification.
 Log interactions, which include calls, emails and maintenance queue, using detailed, specific
and professional remarks in internal systems.
 Maintain thorough knowledge of supported systems, up to but not limited to POS
downloader systems, third party portals and support/administration tools, front end processing
systems and proprietary internal systems.
 Attend trainings and complete on-line assessments to maintain a thorough knowledge of all
processes, procedures and information that affect / impact the department and company as a whole,
included but not limited to card industry regulations, interchange, dues and assessments, and PCI-DSS
and PA-DSS compliance.
 Assist fellow team members with answers to questions and/or problem resolution via verbal
or written communications.
 Work independently in a fast paced environment and adhere to deadlines even when under
pressure.
 Identify and provide follow-up and timely resolution for all issues presented in the Technical
Support work queue.
 Perform miscellaneous job duties as assigned by management.
 Escalate issues, as necessary, to management on duty.

Job Requirements

 Excellent customer service skills required.

 Credit card experience in the card acquiring or issuing industries preferred.
 One year experience in call center customer service required.
 Sales support experience in the card aquiring industry preferred.
 Effective knowledge of Microsoft Office including Word, Excel and PowerPoint required
 High school diploma required.
 Minimum of 1 year of college or equivalent work experience preferred but not required.
 Minimum of 3 years of experience in a senior level, top tier, technical support or customer
service help desk role required.
 Ability to sit for prolonged periods of time, wear a headset, look at a computer monitor and
utilize a company approved keyboard required.
 Ability to work evenings, weekends and holidays as needed for support, training and/or
conversions required.
 Ability to utilize effective time management skills, work effectively under pressure and set
personal deadlines, while working with limited supervision required.
 Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier,
calculator, and other general office equipment required.
 Experience with POS debit and credit terminal hardware and software preferred.
 Ability to adapt to frequent or unexpected changes in the work environment and be able to
adjust approach or method to best fit the current situation required.
 Strong analytical, problem solving, decision making skills required.
 Acceptable attendance and performance standards required.
 Satisfactory job performance in current position with no probation within last six (6) months
required.

Sources : https://www.careerbuilder.com/job/JGW6DG6HT5MH2J6HRK8?
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