Technical Support Representative

Job Summary:  

The Technical Support Representative serves as a liaison between our company and our clients by handling technical support related customer service calls. This position is responsible for troubleshooting POS terminal issues with our clients, working quickly to identify the problems, and providing viable resolutions that meet the needs of our clients.     

Duties and Responsibilities:

• Must be very detailed oriented
• Positive, Can-Do Attitude
• Experience working in a High Call Volume environment
• Manage large amounts of inbound and outbound calls in a timely manner
• Communicate with clients in a calm, professional manner
• Must be computer savvy, and able to navigate various computer platforms and sites with a keen attention to detail
• Build sustainable relationships with customers by going the extra mile
• Must be able to notate in full detail all call conversations in our call center database
• Support process change initiatives as directed by management
• Frequently attend educational trainings to improve knowledge and performance level
• Responsible for maintaining KPI’s such as email and ticket response times 
• Ensure adherence to company policies and procedures

 Required Skills and Abilities:

• Outstanding verbal and written communication skills
• Ability to prioritize and multitask in a fast-paced environment
• Proficient with Microsoft Office Suite O365 (Outlook, Excel etc.)
• Bi-Lingual (Spanish) desirable but not Required
• Minimum Internet Speed of 50 mbps

 Education & Experience:

• High School Diploma or equivalent
• 3 year minimum inbound/outbound call center customer service experience
• 2 year minimum POS terminal experience
• 3 year minimum of Technical support troubleshooting skills (Batching, Tips and keyboard unlocks)

 Schedule:

• Must be available Monday through Friday between the hours of 7:00 am and 8:00 pm.  Actual schedule will be based on department need.   
• Must be available to rotate into schedule as needed for Saturday coverage 8:00 am to 4:30 pm
• Must be available to rotate into afterhours schedule time varies (Friday, Saturday, and Sunday) *

Benefits:

• Full suite of Health benefits
• 401k with Company Match
• Casual dress environment
• Hybrid work environment

Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.

Talus Payments is an EO Employer – Veterans/Disabled and other protected categories