Tech Support Specialist - Remote

Job Sector: Computer Help Desk

Tech Support Specialist - Remote


  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : FleetCor Technologies Inc
  • Employer Location : Beaverton
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : US
  • Date Posted : Sep 9th, 2022
  • Listing source : Learn4Good

Technical Support Specialist Beaverton, OR, USA - Remote SUMMARY The Technical Support Specialist I assists in the payment automation process through daily interaction with customers using our products. This position's primary duties are assisting with posting and processing payments. Regular duties include product installation and training, detailed payment resolution support and providing testing and development assistance with new and existing integrations. This highly visible position requires strong ice skills and a high level of proactive problem solving and follow through. JOB DUTIES Serve as primary point of omer software support by l. Troubleshoot, answer questions and explain technical problems, issues and solutions succinctly, patiently and clearly. Product installation and customer training. Quality assurance testing and support of critical accounting system integrations. Partner with other technical support representatives to identify opportunities and solutions. Communicate with various departments internally to ensure an integrated approach to the customer relationship. Maintain strict confidentiality with regard to the position and programs. Provide guidance and support as needed to Payment Support staff. Perform miscellaneous project and duties as assigned. REQUIRMENTS College coursework or equivalent experience; college degree preferred. Accounting software experience preferred. Advanced computer skills required, including at least intermediate level of experience with Microsoft Word, Excel, Outlook. Knowledge of Salesforce CRM preferred. KNOWLEDGE, SKILLS AND ABILITIES Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Technology - Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay's systems and software. Use of database products, CRM software (Salesforce), ticketing software (Zendesk), fax and phone systems. Active Listening and Speaking - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively. Critical Thinking and Persuasion - Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Service Orientation and Social Perceptiveness - Actively looking for ways to help people while being aware of others' reactions and understanding why they react as they do. Administrative - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Understanding written sentences and paragraphs. Ability to speak clearly so others can understand you. Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making. Time and Task Management - Managing one's own time and the time of others. People and Inclusion - Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems. WORK SCOPE AND CONTEXT Job is focused on specific area of business with established practices and procedures. Must work with operational time frames and be flexible to changing priorities. Decisions are made within specific operational guidelines. Decisions and service affect department, payments and customers or suppliers. Work is checked and supervised daily. Job has no supervisory responsibility. Contacts are made both inside and outside the organization. Internal contacts include the Payment Support and Boarding teams, leads and managers. External contacts include mainly customers. Position requires regular rs - in meetings, by phone or by email. Interactions focus on problem solving, customer service and information exchange. Interactions are initiated both phone or email and focus on inbound/outbound contact. Headsets are used regularly for phone work. Information exchange may include confidential or sensitive information. Customer service and problem solving are primary objectives. Normal office…

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