Technical Support Specialist

Card Network; Troy (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

Card Network in Troy, MI, is seeking a technical support professional to assist merchants and clients with payment terminals and POS systems. You will guide setups, perform software updates, and troubleshoot connectivity and transaction issues.

Applicants should have 1–2 years of related experience, solid analytical and communication skills, and be comfortable using ticketing systems and CRM tools. On-site role with standard business software usage.

Qualifications

• 1-2+ years in technical support or related role.
• Strong analytical and troubleshooting skills.
• Familiarity with payment terminals and POS equipment is preferred.
• Excellent verbal and written communication.
• Ability to manage multiple support requests and prioritize.

Responsibilities

• Provide technical support to merchants and clients for payment terminals and POS systems.
• Troubleshoot payment processing issues and device errors.
• Guide setup, software updates, and basic troubleshooting procedures.
• Create, document, and manage support tickets with accurate records.
• Follow up on outstanding requests to ensure timely resolution.
• Maintain knowledge of payment technology and industry best practices.
• Follow security procedures when handling sensitive payment information.

Skills

Analytical thinking

Troubleshooting

Communication skills

Multitasking

Ticketing systems

Tools

CRM platforms

Ticketing systems

Email clients

Job description

Key Responsibilities:

• Provide technical support to merchants and clients experiencing issues with payment terminals, POS systems, payment applications, and related hardware or software.
• Troubleshoot payment processing issues, connectivity problems, device errors, and transaction-related technical concerns.
• Guide merchants through terminal setup, software downloads, device configuration, updates, and basic troubleshooting procedures.
• Create, document, and manage support tickets, ensuring accurate records of reported issues and resolutions.
• Follow up on outstanding support requests to ensure timely resolution and customer satisfaction.
• Maintain knowledge of payment technology, system updates, troubleshooting procedures, and industry best practices.
• Follow established security procedures and company policies when handling sensitive payment-related information.

Qualifications:

• 1-2+ years previous experience in technical support, help desk operations, customer service, or a related role
• Strong analytical and troubleshooting skills with the ability to identify problems and determine appropriate solutions.
• Familiarity with payment terminals, card readers, POS equipment, and basic network connectivity (preferred)
• Excellent verbal and written communication skills.
• Ability to manage multiple support requests and prioritize issues based on urgency and business impact.
• Comfortable using ticketing systems, CRM platforms, email, and standard business software.