Software Technical Support Tier 2 – Escalation Support

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Deliver Tier 2 technical assistance and troubleshooting for merchants facing technical challenges.

• Act as an escalation point for STS Tier 1 support.

• Offer technical consultations to various internal support teams.

• Diagnose and resolve issues related to Converge, payment technologies, POS systems, and merchant terminals.

• Assist merchants and internal partners through phone, email, and chat communications.

• Manage escalated merchant interactions that necessitate advanced technical knowledge.

• Investigate and troubleshoot problems while providing solutions and outlining next steps.

• Gain expertise in EPG (Elavon Payment Gateway).

• Spend roughly 70% of your time on phone support, with the remaining time allocated to chat and email/project tasks.

⛳️ Requirements

• Experience in technical support or advanced troubleshooting.

• Proven experience in directly supporting technology for customers.

• Background in troubleshooting POS systems or payment terminals.

• Knowledge of merchant services or payment processing.

• Familiarity with payment gateway operations.

• Experience or knowledge of Converge is advantageous.

• Prior experience in technical customer support environments with a focus on technical expertise and customer service.

• Educational background in computer science or other relevant technical training.

• Practical experience in technical troubleshooting.

• Capability to diagnose issues beyond standard customer service protocols.

• Excellent verbal communication and customer service abilities.

• Eagerness to continue technical growth and learn new platforms.

• Availability to work Monday through Friday, 12:30 PM - 9:00 PM Eastern Time; training is from Monday to Friday, 8:30 AM - 5:00 PM Eastern Time.

🏝️ Benefits

• Comprehensive healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability insurance.

• Pregnancy disability and parental leave policies.

• 401(k) and employer-sponsored retirement plan.

• Paid vacation (ranging from two to five weeks depending on salary grade and tenure).

• Up to 11 paid holidays each year.

• Adoption assistance program.

• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise mandated by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plans.