Main Duties and Responsibilities:

Technical/ Customer Support:

· Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.

· Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.

Technical Expertise:

· Maintain a deep understanding of internal Technologies products, features, and functionality.

· Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.

· Stay updated with the latest industry trends and best practices related to our Technology products, providing insights and recommendations to improve the customer experience.

Continuous Process Improvement:

· Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.

Customer Advocacy/Customer Success:

· Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.

· Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.

Minimum Qualifications

· Ability to communicate in English and Spanish

· Associate's degree in a relevant field or equivalent practical experience in lieu of education

· Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.

· Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.

· Strong technical aptitude and ability to quickly learn and understand complex software products.

· Excellent problem-solving and analytical skills with a proactive approach to issue resolution.

· Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.

· Familiarity with support ticketing systems and customer relationship management (CRM) tools.

· Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.

Physical Requirements

· Must be able to be in a stationary position more than 50% of the time

· Must be able to communicate, converse, and exchange information with peers and senior personnel (in English and Spanish)

· Constantly operates a computer and other office productivity machinery, such as a computer

· The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations

· The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.