Technical Support Specialist II - Payment Processing
CSG

Job Info

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What you'll do

• You will report to the Director of Service Desk to provide superior technical support to our external customers such as merchants, resellers, and independent sales organizations (ISOs) as well as our internal customers such as coworkers and managers
• Follow quality standards provided by supervisors
• Adhere to SLAs provided for email, trouble tickets, and follow up standards
• Assist with new hire training
• Create, document, and complete trouble tickets and follow-up within defined SLAs/KPIs or other metrics
• High-level knowledge of the products and services CSG Forte provides
• Detailed knowledge of operations, policies, procedures, products, and systems
• Assist merchants in troubleshooting issues encountered during development, testing and production
• Perform problem analysis and recommend/implement solutions
• Participates in conference calls, webinars, and special projects for existing and potential customers to assist with questions on how integration can provide assistance
• Provide coding and integration support solutions
• Handle incoming phone calls, emails, trouble tickets and faxes from external customers related to:
  • Equipment or software troubleshooting Forte's products such as Web Services, Virtual Terminal, Forte Check Verify, AGI, Batch Files, BillPayit, Secure Web Pay, and more
  • Processing questions
  • Troubleshoot software and hardware
  • Reset passwords
  • Escalated transaction inquiries
  • System/Product component configuration and setup
  • Product Functionality
• Research, diagnose, and resolve customer issues in a timely manner
• Communicate with customers by inquiring to discover the issue, keeping them informed of incident progress, notifying them of impending changes, and following up regarding successful resolution
• Escalate trouble tickets to the product development team for software bugs and feature requests
• Assist and train customers on the use of Forte's products as needed
• Handle after-hours calls on a rotating basis
• Other duties as assigned.

You should have

• Bachelor's degree or equivalent experience
• Proficiency in English in a business environment
• Must be open to shifts between 7:00 am-7:00 pm Central Time
• Must be available for rotating on-call support
• Must have 4-6 years of Technical Support experience in a software environment
• Must have a working knowledge of Microsoft Office
• Knowledge of one or more of the following: PERL, SQL, PHP, ASP, .NET, C, C#, Python, Javascript, Rest API
• Must continually review updates on company products, both on-line and via manuals
• Must have a high level of knowledge related to computers, hardware, and software
• Must have ability to thrive in a fast-paced, high-energy work environment
• Hands-on experience with Microsoft Operations Manager or MS-SQL preferred
• General knowledge of database administration and system analysis procedures

Who will love this job

• A trusted team player - you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver - you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer - you dream big and push the limits of what's possible to improve for yourself and others
• A leader - you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist - you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions

Perks & Benefits

• Work from Home, in-office, or hybrid
• Flexible Paid Vacation, 2 days of Volunteer Time Off per Year, and Holiday Time Off
• Immediately vested 5.5% 401(k) match
• And so much more!

View More Benefits

• If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at 1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, our technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are good people who are committed to doing good work. We're high on respect and low on ego, making us an easy company to do business with and a best place to work. We cultivate a culture based on integrity, innovation and impact across all our locations, so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. Learn more

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Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$59,034.83-$94,454.89

This role is eligible for a bonus opportunity.

Location(s):
US.NE.Remote

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