Merchant Installation Represenative IV

Employer
Merchant Link
Location
Silver Spring, MD
Posted
Mar 20, 2017
Closes
Mar 23, 2017
Industry
Specialty Trades
Hours
Full Time
Posted On12/15/2016 Merchant Installation Represenative IV Silver Spring, MD, US Salary Range : Worker Category :Full Time RegularJob Class SUMMARY Provides senior level support for escalatedInstallation problems to customers for a variety of product categories.Performs installations and assure the quality and success of each installationthrough established standards. ESSENTIALDUTIES AND RESPONSIBILITIES Serve as escalation for install issues to allproducts. Successfully configure NetVu in preparationfor POSLynx installsAnswer incoming calls as necessary. Monitors department email accounts forincoming product questions and answers them according to prescribed standards. Track bugs, software and communicationanomalies and report to the Install Manager and the Product group as necessary.Provides full support for beta merchantstesting new products and/or connectivity methods.Requires on-call work and remote access tosupport systems and tools.Offers exception handling of high-profileissues/customers. Resolves complex and/or time- consuming problems outside ofthe normal escalation process.Provides coaching and call monitoring forInstallation III reps.Maintain and manage, Install group supportedproducts. MINIMUMQUALIFICATIONS Associate'sdegree in business (preferred) and/or a minimum of three years of relatedtechnical support/customer service experience. Minimum of 1year credit card, point-of-sale or banking industry experience. Must have anexpert knowledge in at least two products we support.A+ certification preferred Advanced knowledge of point-of-sale hardware and software platforms, POSLynx Mini devices, Payment devices (ie VeriFone, Equinox, etc ) networking, advanced communications protocols and internet based solutions. Good understanding of connectivity concepts: Dial, TCP/IP, Frame Relay, VSAT Advanced knowledge of point-of-sale hardware and software platforms. Advanced knowledge and be proficient in at least two major non-Micros supported products. Advanced knowledge of technical fundamentals and utilization of logical thought processes used in troubleshooting. Strong multi-tasking and organizational skills. Ability to work in a fast paced environment with a varying responsibilities and shifting priorities. Requisition ID1129 EXTERNAL POSTING FOR