Summary
The POS Support Associate provides technical support for POS systems and credit card terminals. This role diagnoses, troubleshoots, and resolves customer issues via multiple communication channels while maintaining high standards of customer service. Representatives collaborate with internal teams and contribute to terminal/system performance improvements and merchant satisfaction.

Responsibilities

• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport
• Identify and resolve terminal/POS system issues through logical troubleshooting.
• Analyze call logs to identify trends and underlying problems.
• Provide solutions by guiding merchants through corrective steps.
• Research and resolve credit card terminal issues for merchants and external sales partners.
• Receive and resolve inbound calls, emails, chats, tasks, and tickets.
• Maintain cooperative and professional relationships with coworkers, supervisors, customers, and the public.
• Complete projects under tight deadlines while managing competing priorities.
• Demonstrate exemplary performance and attendance.
• Be flexible in work hours to support 24/7 Call Center needs.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• 2+ years of technical support/troubleshooting experience.
• Experience with credit card terminals, POS equipment, registers, touch screens, and scanners is a plus.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with attention to detail.
• Ability to handle multiple tasks simultaneously in a fast-paced call center environment.
• Ability to interact and coordinate with other departments.
• Adaptable to change and creative in problem-solving.
• Proficient in relevant computer applications.
• Bilingual (English/Spanish) is a plus but not required.
• Experience in banking or credit card processing preferred.
• Knowledge of customer service core principles and practices.
• Familiarity with Microsoft Office Suite.