Technical Support Associate I - 24/7 On-Site POS Support

Valero Energy; Amarillo (TX); On-site; USD 25,000 - 36,000; Full time

Job summary

Valero Energy in Amarillo, TX seeks a Technical Support Associate I to provide first level support for store payment systems, mobile app functionality, and merchant records. The role requires troubleshooting, documenting, and resolving issues, with a focus on first-call resolution within the Wholesale Technical Support center.

You will assist with merchant settlements, maintain records, and communicate effectively with internal and external customers.

Qualifications

• High School diploma or GED required.
• 1 year customer service or call center experience preferred.
• Experience operating POS equipment preferred.
• Able and willing to work on-site, in-person at the Valero Amarillo location, required.

Responsibilities

• Provides first level response, support, and resolution for customers, distributors and sites regarding store payment systems and hardware, mobile app functionality, merchant master records, merchant network profiles, and emergency issues.
• Troubleshoot, document, escape, and resolve first call / first level issues related to customer service, store systems and equipment, and the Valero mobile app, ensuring timely and effective issue resolution.
• Troubleshoot, document, escape, and resolve first call / first level carrier loading issues for Valero fuel loading support.
• Assist in balancing merchant settlement reports as needed. Troubleshoot, document, escape, and resolve issues related to settlements.
• Update and maintain merchant master records using proprietary application and database systems and merchant network profiles using third party Merchant Acquirer systems.
• Act as immediate source of feedback to supervisor and/or manager on problem resolution and trends.
• Use professional written and verbal communication to answer, resolve/redirect and document all external and internal customer communications.
• Maintain full documentation of all issues using ticket management software.
• Take ownership and follow all assigned issues from inception to resolution.
• Must be available to work rotating shifts, including some weekends, holidays, and night shifts, as part of a group that provides 24/7 support.

Skills

Customer service

POS operation

Communication skills

Technical troubleshooting

Education

High School diploma or GED

Tools

Ticketing software

Job description

Valero Energy in Amarillo, TX seeks a Technical Support Associate I to provide first level support for store payment systems, mobile app functionality, and merchant records. The role requires troubleshooting, documenting, and resolving issues, with a focus on first-call resolution within the Wholesale Technical Support center.

You will assist with merchant settlements, maintain records, and communicate effectively with internal and external customers.