Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Case Management Systems Payment Gateway Help Desk Support Escalation Management Systems Integration Application Development Call Center Experience Business Analysis Product Launch Readiness Solution Architecture Business Partnering Issue Management Help Desk Support Customer Engagement

Other Skills

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Troubleshooting (Problem Solving)
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Communication
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Time Management
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Quick Learning
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Strategic Thinking
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Self-Motivation
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Problem Solving

Roles & Responsibilities

Bachelor’s degree or equivalent experience.
Minimum one year of experience in a technical support, internal help desk, or desktop support role.
Strong technical aptitude and ability to explain processes to others.
Excellent problem-solving skills with the ability to quickly learn new software.

Requirements:

Provide advanced technical support and troubleshooting for multiple Point Pay solutions within allotted timeframes, including terminals, software applications, integrated partnerships, and business processes.
Diligently manage customer cases in the CRM and communicate any perceived delays to management immediately upon identification.
Interact with multiple departments to provide strategic insight and solve enterprise-wide issues impacting our customer base; identify technical issues through customer and partner feedback and escalations.
Partner with the Client Services and Product teams to prepare the call center for new product releases or processes and serve as an escalation point for internal customers on time-sensitive matters.

PayTrace

About PayTrace

The B2B payment experts, PayTrace specializes in payment automation and credit card processing that enables businesses to accept payments anywhere and increase cash flow. Processing over $46 billion in the past year, PayTrace is committed to supporting our merchants with 5-star service while providing comprehensive, easy-to-use payment solutions, all built on the solid foundation of a B2B payment gateway that’s trusted by 40,000 merchant businesses. With 20 years of experience, PayTrace is proud to be advancing payments one relationship at a time. Our partners PayTrace is sold primarily through ISOs, merchant service providers, ISVs and VARs. Our growing developer community integrates with PayTrace to build secure and powerful extensions to their applications. We work with our partners to deliver payment solutions across many industries. Merchants in healthcare, manufacturing, construction, parking, auctions, professional offices and numerous others benefit from our payment gateway. Our dedicated sales team provides comprehensive support and training for our partners. Our culture At PayTrace integrity is behind everything that we do. We are interested in more than just profit, we are passionate about nurturing long standing relationships with our partners, merchants, employees and community. Innovation drives improvements to our systems while our team is committed to serving merchants and partners. Our mission Helping B2B companies become more efficient, successful, and profitable. We strive to be the technology employer of choice. We pursue this by actively recruiting, developing, and retaining top-notch talent who share our passion for delighting merchants, caring about teammates and giving back to our communities.

Founded: 2018

Company size: 51 - 200

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Job description

Technical Support Advisor

Point & Pay- Remote in Tampa, FL

What you'll be doing:

Provide advanced technical support and troubleshooting for multiple Point and Pay solutions within an allotted amount of time such as; terminals, software applications, integrated partnerships, and business processes.
Diligently manage customer cases within the Customer Relationship Management (CRM) tool, and communicate any perceived delays to management immediately upon identification.
Interact with multiple departments and provide strategic insight to solve enterprise-wide issues that impact our customer base.
Identify technical issues through feedback while engaging with customers and sales partners who request to escalate service challenges.
Serve as an escalation point for internal customers and work on time sensitive matters with advanced technical issues and provide detailed information on solutioning.
Partner with the Client Services and Product teams to prepare the call center for new product releases or processes.

What we need from you:

Bachelor’s degree or equivalent experience.
Minimum one (1) year of experience in a technical support, internal help desk, or desktop support role.
Strong technical aptitude and ability to explain processes to others.
Excellent problem-solving skills with the ability to quickly learn new software.
Ability to complete tasks with minimal guidance.

What we offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

Medical, Dental, & Vision Coverage
Flexible Paid Time Off
401(k) + Match
Mental Health Support & Well-Being Program
Paid Maternity & Paternity Leave
Education Assistance
Company-funded Lifestyle Spending Account

Please note: North is a US based company and this role is not eligible for current or future sponsorship

Point & Pay by North. Custom payment solutions for government and utilities.

Who we are:

Point & Pay by North builds and integrates advanced payment solutions for governments, utility companies, courts, HOAs, property management companies, and other industries with unique payment needs. Solutions cover the entire payment lifecycle, from paper and electronic billing to online presentment and remittance processing.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands