Sr. Technician, Dealer Support

About the role

As a Senior Technician, Dealer Support on the Restaurant Genius® team, you will bring innovative solutions directly to dealers and business owners, creating a real, measurable impact on their day-to-day operations. You will receive and respond to technical customer service requests, inquiries, and problems via telephone, email, chat, or SMS.

You will utilize various databases to select the best processing method and explain solutions to clients to resolve inquiries. You will maintain accurate and complete records of all handled inquiries and problems, and operate personal computers, mainframes, software packages, and front-end programs related to client support.

Responsibilities

• Act as the Subject Matter Expert (SME) to resolve escalated/inbound client and/or merchant technical support issues relating to all supported point of service (POS) products, including dial-up terminals, software-based, and cloud-based systems.
• Create processes and provide responses not included in established documentation.
• Enter required and additional relevant information into databases while resolving customer issues, achieving established goals and objectives for quality and productivity measures.
• Provide SME-level advice for POS product issue resolution to less experienced Technical Customer Service Representatives (Tech CSRs) and research solutions for new or previously unknown POS product issues.
• Identify coaching and training opportunities within the team.
• Maintain an extensive knowledgebase of POS products, policies, procedures, compliance, and association regulations through ongoing training and reference to online manuals.
• Advise less experienced Technical Customer Service Representatives on the interpretation of association guidelines, policies, and compliance regulations.

Requirements

• High School Diploma or equivalent.
• Minimum 4+ years of relevant experience (6+ years preferred).
• Previous customer service experience with a focus on the payments industry is a bonus.

Skills

• Highly skilled specialist, contributing to the development of concepts and techniques.
• Ability to complete complex tasks in creative and effective ways while adhering to set timelines.
• Basic to intermediate computer skills.
• Ability to develop basic payments industry knowledge.
• Basic ability to research issues and resolve customer inquiries.

Job Complexity

• Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues.
• Make recommendations for new procedures.
• Oversee a team and coordinate daily work covering multiple assignments.

Supervision

• Determine methods and procedures on new assignments with some independence.
• Often act as a facilitator for the group and serve as a formal team leader.

About the team

Our inclusive and global team wins together every day. We pride ourselves on having the best minds in the industry, who can learn and grow as your career evolves. Join an ever-evolving company with dynamic opportunities that go beyond borders.

Globalpayers think like a client, act like an owner, and win as one team. We're curious and innovative—always finding a better way to deliver impact. We empower each other to make decisions, and our passion drives excellence in everything we set out to do.