Technical Support

This is an entry-level position for over-the-phone troubleshooting for payment processing devices. 

The Agent will be required to resolve technical issues over the phone for our line of credit card terminals (Both physical and virtual). They will also be required to document interactions as well as handle any assigned outbound calls for troubleshooting follow-ups.

Location

Montreal, QC — Onsite (Near Peel Metro Station). Please note that we do not accept remote or hybrid candidates at this time.

• Customer Support: Provide clear telephone support to merchants with payment-related issues, ensuring they are resolved efficiently.
• Problem Resolution: Identify and troubleshoot payment processing issues using proper probing and research, resolving issues such as equipment failures, programming changes, and transaction issues.
• Documentation: Maintain detailed records of customer interactions, issues, and resolutions using appropriate ticketing systems.

Technical Skills:

• An ability to clearly explain technical terms and troubleshooting steps.
• An ability to research and properly use a knowledge base to resolve various product issues.
• An ability to determine the root cause of an issue using proper probing and questioning.
• Excellent customer service, interpersonal, and communication skills are preferred.

Core Competencies:  Analytical mind, technical acumen, Excellent time management.

Experience: Prior experience in a call center environment. Experience in over-the-phone technical support an asset.