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CSG · 2 months ago

Integration and Technical Support Specialist - Payments

United States

Full-time

Remote

Mid Level

$59K/yr - $94K/yr

4+ years exp

CSG is a company that empowers businesses to create exceptional customer experiences. They are seeking an Integration and Technical Support Specialist to provide technical and customer service support to both external and internal customers, ensuring effective troubleshooting and integration assistance for their products.

Business DevelopmentBusiness Process Automation (BPA)SaaSSoftware

Culture & Values

H1B Sponsor Likely

Responsibilities

Provide superior technical support to our external customers such as merchants, resellers, and independent sales organizations (ISOs) as well as our internal customers such as coworkers and managers

Follow quality standards provided by supervisors

Adhere to SLAs provided for email, trouble tickets, and follow up standards

Create, document, and complete trouble tickets and follow-up within defined SLAs/KPIs or other metrics

Gain a high-level knowledge of the products and services CSG Forte provides

Assist merchants in troubleshooting issues encountered during development, testing and production

Perform problem analysis and recommend/implement solutions

Participate in conference calls, webinars, and special projects for existing and potential customers to assist with questions on how integration can provide assistance

Provide coding and integration support solutions

Handle incoming phone calls, emails, trouble tickets and faxes from external customers related to:

Equipment or software troubleshooting Forte’s products such as Web Services, Virtual Terminal, Forte Check Verify, AGI, Batch Files, BillPayit, Secure Web Pay, and more

Processing questions

Troubleshoot software and hardware

Reset passwords

Escalated transaction inquiries

System/Product component configuration and setup

Product Functionality

Research, diagnose, and resolve customer issues in a timely manner

Communicate with customers by inquiring to discover the issue, keeping them informed of incident progress, notifying them of impending changes, and following up regarding successful resolution

Escalate trouble tickets to the product development team for software bugs and feature requests

Assist and train customers on the use of Forte’s products as needed

Handle after-hours calls on a rotating basis

Other duties as assigned

Qualification

Technical Support ExperienceCoding Support SolutionsDatabase AdministrationMicrosoft Office SuiteProgramming LanguagesCustomer ServiceProblem AnalysisCommunication SkillsTeam Collaboration

Required

Bachelor's degree in Computer Science, related field or equivalent experience

4+ years of Technical Support experience in a software environment

A working knowledge of the Microsoft Office suite

Knowledge of one or more of the following: PERL, SQL, PHP, ASP, .NET, C, C#, Python, Javascript, Rest API

A high level of knowledge related to computers, hardware, and software

Ability to thrive in a fast-paced, high-energy work environment

Hands-on experience with Microsoft Operations Manager or MS-SQL

General knowledge of database administration and system analysis procedures

Ability to work shifts between 7:00 am-7:00 pm Central Time

Ability to work rotating on-call support

Ability to read, write, speak and understand the English language in a business environment

Benefits

Work from Home

Employee Belonging Groups

Healthcare: Dental, Medical, and Vision

Paid Vacation, Volunteer, and Holiday Time Off

And so much more!

Company

CSG

Glassdoor4.2

CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary.

Founded in 1994

Greenwood Village, Colorado, USA

5001-10000 employees

http://www.csgi.com

H1B Sponsorship

CSG has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)