CSG

Integration and Technical Support Specialist – Payments

CSG

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $59,034 - $94,454 per year

Job Level

Mid-LevelSenior

Tech Stack

JavaScript.NETPerlPHPPythonSQL

About the role

  • 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

Requirements

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
PERLSQLPHPASP.NETCC#PythonJavascriptRest API
Soft skills
problem analysiscustomer communicationtroubleshootingtrainingtime managementadaptabilityteam collaborationattention to detailcustomer serviceescalation management