Production / Technical Support II

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    about 1 month ago

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Job Summary:

Signature Consultants is seeking a Production / Technical Support II for an opportunity with a client located in Phoenix, AZ. The ideal candidate will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.

Key Responsibilities:

  • Provide clients with a personalized rewarding experience that starts with answering Merchant clients' questions as well as understanding each client's unique needs
  • Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads
  • Use resources, technology and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices
  • Answer "How To" quick-fix questions about supported mobile POS software
  • Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
  • Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams
  • Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals
  • Maintain a high percentage of issue resolution within first customer interaction

Required Skills:

  • Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
  • 1+ years' experience in an inbound call center environment and/or a strong technical troubleshooting background
  • 1-2 years of experience in Credit Card/Merchant Services industry experience preferred
  • 1-2 years of experience troubleshooting Hardware or Software applications
  • Excellent interpersonal, written, and oral communication skills
  • Strong technical troubleshooting Help Desk experience in a hardware and/or software environment
  • Ability to collaborate with internal and external partners to resolve complex customer escalations
  • Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population
  • Ability to express ideas in a clear and concise manner
  • Strong consensus building ability with effective conflict resolution and negotiation skills
  • Ability to meet productivity and performance goals
  • Excellent attendance with proven reliability and can adhere to the agreed upon work schedule
  • Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections

Top MUST Have:

  • Call center and call handling skills
  • Technical troubleshooting aptitude
  • Analytical problem solving

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.

EEO Employer

Signature Consultants is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Signature will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 888.838.1020.