POS Support Technician

Description

Electronic Merchant Systems (EMS) is one of the nation’s largest independently owned bankcard processing companies. In business since 1987, Electronic Merchant Systems is a credit card processing company with a national presence and our Corporate Headquarters in Downtown Cleveland, Ohio.   EMS facilitates businesses big or small with the ability to accept all major credit and debit card brands. In addition to offering the ability to accept major credit cards as payment we also offer loyalty and gift, and check processing programs utilizing various processing solutions to meet market demands. 

Summary:

EMS is currently seeking a POS/Software Systems Technician at our headquarters in Cleveland, Ohio.  The role of a POS/Software Systems Technician demands a person who loves to work with clients by phone, a knack for technical troubleshooting, and a commitment to learning and expanding on professional, industry and technical knowledge.  On-call hours and field work will be required for this position.

Required Duties and Responsibilities:

• Respond to merchant inquiries via phone and e-mail.
• Provide merchant support and technical issue resolution on Point-of-Sale systems and applications.
• Perform maintenance and modification of various Point-of-Sale and software systems.
• Perform maintenance and modification of merchant gateway accounts using partner interfaces.
• Provide remote and onsite installation and training to new merchant accounts for various Integrated/POS Software solutions.
• Set-up, repair, deploy and reprogram Point-of-Sale equipment and/or software.
• Conduct and control remote training sessions utilizing LogMeIn Rescue, or other remote/web-conferencing applications.
• Pre-Sales support of Point-of-Sale, middleware, and other related products and services with internal clients, sales and vendor partners.
• Utilization of several different software and web-based systems
• Report, track and help analyze technical problems and issues associated with EMS products or services.
• Participate in ongoing product and services training and effectively cross-train team members.

Essential Skills and Experience:

• Professional IT certifications, or one year of experience in a remote technical helpdesk role.
• Prior history and experience working in restaurant/bar hospitality industry. 
• Applicable work experience with point of sale systems. 
• Understanding of relational databases.
• Demonstrated knowledge and experience installing, modifying and troubleshooting Windows 10, 8 and 7.
• Demonstrated knowledge and experience installing, modifying and troubleshooting printers in multiple configurations.
• Ability to read and interpret documents such as, operating and maintenance instructions, and procedural and technical manuals.
• Experience with and the ability to install and troubleshoot mobile operating platforms: Android and iOS.
• Ability to self-manage and prioritize workload, meet required deadlines and solve problems which may be new and unscripted.
• Must be able to create, modify and complete Business Requirement Documents.
• Ability to adapt in a dynamic industry and work in a fast paced office.
• Ability to maintain productive relationships with third party providers and value added resellers

Desired Skills and Experience:

• Comp-TIA A+, Network +, or Microsoft Technology Associate (MTA), Microsoft Certified Solutions Associate (MCSA), HDI or ITIL.
• Associate’s Degree in a related field or two years of experience in a remote technical helpdesk environment or deploying POS/Software systems and software.
• Prior experience in Merchant Services, Electronic Payments Industry or with a leading POS/Software vendor.
• Experience with TotalTouch capable POS systems and TotalTouch POS software.
• Experience with DataCap NETePay.
• Understanding and ability to demonstrate knowledge of various architectural components of POS/Software solutions, Middleware, gateway platforms and Backend application systems.
• Understanding and ability to demonstrate knowledge of relevant technologies such as IP Networks/Topologies, Network Security, PCI, Server Hardware, Firewalls and Databases.