Senior Tech Support Specialist

Why Join Us

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly.

We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans.

We offer competitive benefits starting on day one, designed to support your life both in and out of work.

42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

Responsibilities

• Responsible for answering inbound calls from merchants and sales associates and for resolving issues at an advanced level.
• Taking full ownership of issues, which can range from troubleshooting terminals to researching detailed account information, with a strong emphasis on customer satisfaction.
• Participate in ongoing, hands-on training to learn all aspects of departmental procedures and providing the highest quality of customer service possible.
• Complete all assigned work functions such as reporting, processing reversal/rekey requests and monitoring front-end system to resolve batch errors.
• Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information.
• Place outbound or follow-up calls to merchants or sales associates as needed.
• Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems.
• Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor.
• Assist with any overflow calls from other call center queues due to low staffing or high call volume.
• Take ownership of issues that are escalated by Level I/Level II representatives.
• Work closely with other departments to research and fully resolve customer issues.
• Complete EOM reporting accurately and by the expected due date.
• Attend on-going training sessions to develop expert-level proficiencies in departmental and company procedures.
• Adapt and effectively utilize various internal computer applications.
• Document accounts in all appropriate systems to maintain accurate account records of inquiries, research, etc.
• Completion of special projects or assignments as directed by the Management Team.
• Identify and report system outages immediately to Supervisor and/or Manager.

Basic Qualifications

• High school diploma / GED