Senior Tech Support Specialist - POS & Customer Care

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

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.