Senior Tech Support Specialist

First American Payments Systems, L.P.; Fort Worth (TX); On-site; USD 35,000 - 60,000; Full time

Benefits offered by this job

Healthcare

PTO

Employer-Matched Retirement

Employee Stock Purchase Plan

Disability Insurance

Infertility & Adoption Support

Tuition Reimbursement

Job summary

Deluxe Corporation is seeking a customer support specialist in Fort Worth, TX. You will answer inbound calls from merchants and sales associates, resolve complex issues, and provide expert assistance on POS systems.

The role emphasizes customer satisfaction and accurate account research. Responsibilities include processing reversals, monitoring batch errors, outbound follow-ups, and collaboration with other departments to fully resolve issues.

Qualifications

• High school diploma / GED
• 2 years of experience with customer service and technical support
• Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint
• Associate's degree in business, or related field
• 2 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing
• Bilingual (English/Spanish) is beneficial
• Must be 18 years of age or older

Responsibilities

• Answer inbound calls from merchants and sales associates and resolve issues at an advanced level.
• Take ownership of issues, including troubleshooting terminals and researching detailed account information, with a strong emphasis on customer satisfaction.
• Complete tasks such as reporting, processing reversal/rekey requests, and monitoring front-end systems to resolve batch errors.
• Process inbound calls to the point of resolution; handle inquiries, complaints, technical troubleshooting, and requests for account information.
• Place outbound or follow-up calls to merchants or sales associates as needed.
• Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related problems.
• Assist internal and external customers with tact, courtesy, and professional demeanor.
• Attend ongoing training to develop expert-level proficiencies in procedures.
• Document accounts in all appropriate systems to maintain accurate records of inquiries and research.
• Identify and report system outages to Supervisor/Manager.

Skills

Customer service

Technical support

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Bilingual (English/Spanish)

Education

High school diploma / GED

Associate's degree in business or related field

Job description

Why Join Us

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly. We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans. We offer competitive benefits starting on day one, designed to support your life both in and out of work. 42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

Responsible for answering inbound calls from merchants and sales associates and for resolving issues at an advanced level. Taking full ownership of issues, which can range from troubleshooting terminals to researching detailed account information, with a strong emphasis on customer satisfaction. Participate in ongoing, hands‑on training to learn all aspects of departmental procedures and providing the highest quality of customer service possible. Complete all assigned work functions such as reporting, processing reversal/rekey requests and monitoring front‑end system to resolve batch errors. Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information. Place outbound or follow‑up calls to merchants or sales associates as needed. Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems. Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor. Assist with any overflow calls from other call center queues due to low staffing or high call volume. Take ownership of issues that are escalated by Level I/Level II representatives. Work closely with other departments to research and fully resolve customer issues. Complete EOM reporting accurately and by the expected due date. Attend on‑going training sessions to develop expert‑level proficiencies in departmental and company procedures. Adapt and effectively utilize various internal computer applications. Document accounts in all appropriate systems to maintain accurate account records of inquiries, research, etc. Completion of special projects or assignments as directed by the Management Team. Identify and report system outages immediately to Supervisor and/or Manager.

Basic qualifications

• High school diploma / GED
• 2 years of experience with customer service and technical support
• Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint

Preferred qualifications

• Associate's degree in business, or related field
• 2 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing
• Bilingual (English/Spanish) is beneficial

Additional Basic Qualifications

• Must be 18 years of age or older

Benefits

• Healthcare (Medical, Dental, Vision)
• Paid Time Off, Volunteer Time Off, and Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance
• Tuition Reimbursement

Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability

If you require reasonable accommodation in completing this application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail].