Technical Support Specialist II

About the role

We are seeking a Technical Support Specialist II to work directly with clients in setting up and troubleshooting POS terminals and integrated POI solutions, e-commerce gateways, mobile payments and P2PE security solutions. The right candidate is technically savvy, customer-focused, and possesses exceptional interpersonal skills to support our customers with expertise, precision, and empathy. This position reports to the Manager, Technical Support.

What you'll do

We are looking for a Technical Support Specialist who is responsible, proactive, and takes ownership for: 

• Resolving POS gateway and software inquiries from merchants and partners.
• Identifying, reporting, troubleshooting, and resolving ecommerce, point-of-sale and P2PE security application issues. 
• Responding to customer tickets via phone, Salesforce cases, web-based chat and other methods and follow through to resolution.
• Serving as the point of escalation for POS gateway and software service inquiries from our Sales team.
• Researching, troubleshooting, and resolving issues for our customers on both proprietary and external POS systems.  
• Possess an in-depth understanding of networking concepts and common issues, enabling swift identification and resolution of problems.
• Partnering with Sales teams to provide product input for POS solutions.
• Deploying hardware, gateway and security application solutions to customers using internet-based deployment vendor portal. 
• Ability to work a flexible and on-call schedule as required.

Qualifications

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• High school diploma; college degree in technical field highly preferred
• Preferred of one (1) year of technical support experience with basic HTML, JSON, XML knowledge
• Point-of-sale (POS) payment gateway, terminal and register systems is highly desirable.
• Excellent and adaptable communication skills (both written and verbal), along with excellent interpersonal skills working directly with customers and internal teams.
• Basic knowledge of networks, the ability to read network diagrams, and network troubleshooting techniques such as ping, tracert, ipconfig, etc. 
• Must be a team player, results-driven, and a data-gathering problem solver. 
• Must be a self-starter with the ability to learn new applications and systems quickly
• Must be able to multi-task, work in a fast paced, turn-key environment, and be willing to work overtime as requested by manager (on-call is required for this position).  
• Knowledge of data encryption protocols preferred.
• Must be proficient in Microsoft Office with ability to learn and use Salesforce CRM system. 

Equal Employment Opportunity

Bluefin provides equal employment opportunities to all employees and applicants without regard to race, color, religious creed, sex, national origin, ancestry, citizenship or immigration status, pregnancy, physical disability, mental disability, age, military or veteran status, marital status, registered domestic partner status, gender, gender identity or expression, sex stereotyping, medical condition, genetic information, sexual orientation, or any other status protected by applicable federal, state, or local laws.