Technical Support Specialist

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

📋 Description

• Address technical issues faced by merchants in a fast-paced support environment by diagnosing problems related to hardware, software, web portals, peripherals, and networks.

• Assist merchants in activating, setting up, configuring, and utilizing devices according to their business requirements and supported Clover workflows.

• Diagnose point-of-sale transactions, payment processing complications, and system errors by analyzing symptoms, configurations, and available diagnostic information.

• Employ remote diagnostic tools, support systems, and internal resources to uncover root causes and resolve or coordinate the resolution of issues.

• Record support interactions, troubleshooting procedures, solutions, and follow-up actions within ticketing or customer relationship management systems.

• Collaborate with internal teams to escalate and monitor multi-issue cases, provide status updates, and facilitate timely case resolution.

• Enhance processes and knowledge by identifying recurring issues and assisting in the updates of reference materials and support documentation.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume, metrics-driven technical support role involving hardware, software, web applications, or network connectivity.

• At least 2 years of experience in troubleshooting technical problems using diagnostic procedures, case documentation, and customer communication across various support interactions.

• Proven experience in resolving issues related to point-of-sale systems, payment devices, peripherals, or merchant-facing technology in a support, retail, hospitality, or service context.

• Familiarity with ticketing, customer relationship management, remote support, or knowledge management tools for documenting issues and solutions.

• An Associate's Degree in information technology, business, a related field, or a comparable combination of education, relevant experience, and/or military experience.

🏝️ Benefits

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.

• Paid holidays and generous time away policies.

• No-cost mental health support through Employee Assistance Programs.

• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.

• Eight Employee Resource Groups to foster a collaborative culture and expand your network.

• Unparalleled professional growth with training, development, and internal mobility opportunities.

• Medical, dental, vision, life, and disability insurance options available from day one.

• Retirement planning and discounted shares with the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental, caregiver, and military leave.