Specialist I, Technical Support, Terminal (Late Shift)

Payroc; United States; Remote; USD 33,000 - 48,000; Full time

Job summary

Payroc is seeking a Specialist I, Technical Support, Terminal (Late Shift) to deliver exceptional service for merchants, partners, and resellers. You will troubleshoot terminals and gateways used in credit card and ACH processing, deliver training, and proactively identify opportunities to help merchants maximise revenue potential.

You will own customer satisfaction, escalate when needed, and work with internal teams to resolve issues.

Qualifications

• Experience in technical support with a customer-first mindset.
• Able to work solo or in a team.
• Strong written and verbal communication skills.
• Sharp administration, planning, and organizational abilities with high accuracy.
• Capable of thriving in a fast-paced support environment.
• Proficient with Word, Excel and Outlook.

Responsibilities

• Provide client support via email and telephone.
• Process all technical enquiries, orders, and admin tasks accurately and promptly.
• Coach customers to become product experts for greater self-sufficiency.
• Take action to ensure customer expectations are met.
• Coordinate with internal teams as required.

Skills

Technical support

Teamwork

Communication

Attention to detail

Fast-paced environment

Microsoft Word

Excel

Outlook

Tools

Microsoft Word

Excel

Outlook

Job description

Title

Specialist I, Technical Support, Terminal (Late Shift)

Contact Centre, Operations

Reports To

Manager, Technical Support

Contact Centre, Operations

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go-to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximise their revenue potential.

As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in-depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalated issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc's reputation for exceptional service and partnership support.

Duties and Responsibilities

• Provide client support via email and telephone
• Process all technical enquiries, orders, and general administration in a timely and accurate manner
• Coach customers to become product experts so they are increasingly self-sufficient
• Take appropriate action to ensure customer expectations are fully met
• Liaise with internal teams as required

Qualifications

• Previous experience demonstrating a strong passion for technical support
• Ability to work on own initiative as well as part of a team
• Strong written and verbal communication skills
• Effective administration, planning, and organisational skills with high attention to detail and accuracy
• Ability to work in a fast-paced environment while providing a high level of customer support
• Strong computer literacy including Microsoft Word, Excel, and Outlook

Work Style

• Fully Remote

Working Hours

• Monday-Friday, 18:30-03:00 (GMT)

Equality

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing a working environment free from discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, colour, religion, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, or any other status protected by applicable laws in the locations where we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programmes, and activities. To request reasonable accommodation, please contact the Human Resources Department at [e-mail].

Compensation and Benefits

Our compensation reflects the cost of labour across several UK geographic markets. Actual compensation may vary based on several factors including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation such as bonuses, incentives, or equity may also be included as part of the total compensation package.

We offer a comprehensive range of benefits to support your overall wellbeing, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us.

This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept CV submissions from agencies outside of existing agreements. Please do not send unsolicited CVs to Payroc HR or Payroc employees. Payroc is not responsible for any fees associated with unsolicited CV submissions.