General Purpose of the JobThe Customer Support Representative is to provide customer service and technical assistance to our merchants and reps, on our products and services. They are required to be logged into the phone system, and make outbound and receive inbound calls. The Customer Support Representative is required to program, ship and retrieve loaner equipment. Preform file builds and downloads and troubleshoot issues. They will also send out configuration checks, cables, and other items that are requested. Duties and responsibilities include but not limited to:· Make and receive inbound and outbound phone calls to provide customer service and technical support· Communicate with third party companies to ensure the programming needs of our merchants are met· Update team members and management of any new information obtained concerning terminals or third party applications· Program terminals/perform file builds· Program, ship and retrieve loaner terminals· Document (in AS/400) all interaction with merchant accounts· Assign to-do’s as needed for call backs· Send out configuration checks, test checks· Ability to cover any shift, including associated shift duties· Follow up on all items within 24 hours· Ability to use Remote Access software to be able to install our program to merchants PC Education and Experience· High School Diploma / GED· Previous customer service experience Skills and Abilities· Problem solving and troubleshooting via logical deduction· Excellent teamwork and people skills· Windows OS experience· Internet experience – Internet Explorer· Excellent communication, written and oral· MS Excel, Word, Outlook· Time Management· Understanding of customer service procedures· Ability to cover any shift, including associated shift duties (including all Holidays)· Ability to type 35 WPM (preferred, not required) Work Schedule· Mondays 7:00-3:30, Tuesdays & Wednesdays 12:00-8:30, Saturdays & Sundays 5:00-1:30 and Holidays CrossCheck offers team-oriented departments and a diverse group of friendly, motivated people. We enjoy a business-casual work place, contests, events and more! CrossCheck offers Medical, Dental, Vision, Life, AD&D, 401(k) with company match and Holiday/Sick/Vacation pay. EOE
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