OVERVIEW:

The Technical Operations Specialist will provide end user support for Fortis technologies along with 3rd party technologies Fortis resells. He/She will help to integrate Fortis technologies into ISV partners software, provide troubleshooting support for these technologies and help troubleshoot integration issues. Specialists will also provide support for payment processing inquiries, assisting with transaction research, reporting and more advanced topics requiring research tickets with the payment processor. Technical Operations Specialists will also work with ISV’s directly to find solutions for our merchants and help them with integrating our technologies.

ESSENTIAL DUTIES:

• Manage and maintain workload through ticket system.
• Remain in call que for inbound calls.
• Respond to and address emailed inquiries.
• Handle technical support escalation questions and issues.
• Work with development team on troubleshooting and supporting Fortis technologies.
• Work with Sales Agents with integration and end user support questions.
• Work with terminal manufactures on product capabilities for end user support.

REQUIRED SKILLS/ABILITIES:

• PC literacy with strong competency in all Microsoft Office Suite programs 
• Possess problem solving skills 
• Possess the ability to be accurate with data entry
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to focus 
• Ability to multi-task and project manage
• Ability to function well in a high-paced and at times stressful environment
• Ability to use independent judgment in resolving various issues
• Ability to collaborate with team members and other departments

EDUCATION AND EXPERIENCE:

• Education: Bachelor’s degree in computer science or equivalent work experience
• Experience: Minimum of five years of help desk experience in a business-related environment, payment industry experience preferred 
• Knowledge: Familiarity with configuring basic network firewall options. A+ certification a plus

PHYSICAL REQUIREMENTS:

• Working Conditions: This is a remote position.
• Physical Activities: Occasional standing, stooping, reaching and lifting up to 25 pounds.
• Physical Demands: Prolonged periods of sitting at a desk, typing on a computer keyboard, and speaking on the telephone. Frequent repetitive motions.