We are seeking a technical support specialist to help businesses implement and maintain electronic payment processing and related software. This role involves troubleshooting customer issues, assisting with software installations, and collaborating with project managers and internal teams to ensure a smooth experience for new and existing customers.
Role Overview:
The IT Support Analyst will provide technical support via phone, email, or screen sharing, troubleshoot software and payment processing issues, and assist new customers with software installation and post-implementation training.
Key Responsibilities:
- Provide technical support via phone, email, or screen sharing
- Troubleshoot software, payment processing, and integration issues
- Assist new customers with software installation and post-implementation training
- Escalate complex issues to development or QA teams when needed
- Document and track issues in CRM systems and provide feedback on defects
- Support multiple cases and projects simultaneously while meeting deadlines
- Work with project managers to ensure timely completion of customer projects
- Help train team members on supported products and procedures
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field
- 1+ years of experience in technical support or customer service
- Strong written and verbal communication skills
- Basic knowledge of SQL and experience with Microsoft SQL Server Management Studio
- Familiarity with ERP systems (Dynamics GP, Dynamics 365, Acumatica, Oracle)
- Experience with CRM tools (Dynamics CRM, Jira, HubSpot)
- Familiarity with screen sharing tools (Webex, GoToMeeting, etc.)
- Basic knowledge of networking, payment processing, and PCI-DSS compliance
- Strong problem-solving skills and ability to work independently or in a team
Preferred Skills:
- Experience with Linux, REST APIs, Postman, or accounting concepts
- Strong organizational and time management skills
- Office-based with extended computer and phone use
- May require occasional weekends or holidays based on business needs
This is a 12-month contract position with the potential for conversion to a full-time role.
EOE Statement: We are an equal opportunities employer and welcome applications from diverse candidates.