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Technical Support Assistant
2/13/2017 2:50 pm
ID：133779
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Tags：IT技术员
Summary Technical Support Assistant is the contact for new and existing merchants who have technical issues. Provide frontline customer support, including hardware/software troubleshooting and diagnosis. Multitask merchant requests and product issues with a sense of urgency. Communicate technical concepts in layman’s terms. Establish and maintain relationships with merchants. Work with sales team, responsible for presenting quotes of IT hardware, software, and service solutions to current/potential customers. Ensure merchant processing is reliable and secure. Job Description • Knowledge of credit card processing operations, technology, and equipment • Proficient knowledge of installations, which includes pre-installation assessments and training of our customers regarding the use of company products and services • Ability to communicate with customers, employees, and vendors in a professional and courteous manner • Answering all inbound calls support new and existing customers with processing issues • Responsible for technical support for merchants remotely/onsite • Consults with sales to assess needs and present solutions • Ability to organize and prioritize multiple work assignments • Performs all other related duties as assigned • Assist in basic IT support within the office Qualification • 6 months call center experience, technical software/product support experience required or equivalent combination of technical education and support experience • Knowledge of POS (point of sale) industry hardware, software, and procurement • Related experience in the computer technical support field, onsite technician experience a plus • Proficient of Microsoft Office, word, excel & outlook required • Proven ability to work in a fast paced and dynamic environment • Must be able to adapt and learn new skills in a fast-paced industry • Excellent communication both oral and written • Self-motivated, team player, detail oriented, and well organized • Passion of technology and desire to solve problem • Learn and utilize software programs quickly and efficiently • Superior problem solving and troubleshooting skills • Bilingual is a plus: Mandarin & English
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