IT Technical Support Specialist
Expedite Technology Solution - Chattanooga, TN
posted 3 months ago
About the position
The IT Technical Support Specialist at Expedite Technology Solutions is a hybrid role that requires the candidate to work both remotely and in the office. The position is designed to provide front-line support during the conversion process to ensure that client functionality meets specifications and expectations, leading to a successful implementation. The specialist will be responsible for setting up, installing, and supporting merchant systems and applications, as well as managing initial access and assisting with data transfer and reconciliation. This role involves troubleshooting credit card and payment processing issues within the TouchNet software and requires excellent written communication skills, as most interactions with clients will be conducted via email and ticketing systems. In this position, the specialist will collaborate closely with a small operations team and other departments to facilitate the onboarding of new merchants to the payment gateway. The day-to-day responsibilities include entering merchant values, testing and troubleshooting installed systems, and documenting technical issues for escalation to product and system integration teams. The specialist will also provide feedback based on client experiences to improve products and processes. The role is customer-facing, requiring the ability to communicate effectively and efficiently with clients and team members alike. The ideal candidate will have a strong attention to detail, as troubleshooting often involves checking multiple values and identifying small discrepancies. Collaboration is key, as the operations team works together on nearly every project, making effective communication essential. The position is open due to increased volume over the past year, and while there is a possibility of conversion to a full-time employee, it is not guaranteed. The work schedule is Monday to Friday, with a total of 37.5 hours per week, and the pay ranges from $23 to $28 per hour.
Responsibilities
- Provides front line support in a conversion to ensure client functionality is properly selected to meet clients specifications and expectations resulting in a fully successful implementation.
- Sets up, installs, and supports Merchant systems, applications, or process designs for clients'/company's outsourced technology and business process solutions.
- Works directly with client to manage initial access, supports map and transfer data, creates required process documents, and assists with reconciliation.
- Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to other product and system integration teams for resolution, where appropriate.
- Provides feedback based on client experiences to product and professional services teams for product and process improvements.
- May work directly with clients via ticketing system or phone.
Requirements
- 1 year of technical support experience (preferred)
- 1 year of experience with CRM software (preferred)
- Excellent written communication skills
- Strong attention to detail
- Ability to collaborate effectively with a team
- Experience with Google Suite and Salesforce (helpful but not required)
- Ability to commute to Chattanooga, TN 37421 (required)
- Willingness to relocate to Chattanooga, TN 37421 before starting work (required)
Nice-to-haves
- Experience in merchant services operations
- Familiarity with TouchNet software
- Experience in troubleshooting credit card and payment processing issues
Benefits
- Contract position with potential for conversion to full-time
- Flexible work schedule with hybrid options
- Competitive hourly pay ranging from $23 to $28
- Opportunity to work with a collaborative team
- Potential for professional growth and development opportunities
