Integration And Technical Support Specialist - Payments

Integration And Technical Support Specialist

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. The purpose of our Integration and Technical Support Specialist is to provide superior technical and customer service 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. We are looking for an Integration and Technical Support Specialist who will:

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

Is this opportunity right for you? We are looking for candidates who have:

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

4+ years of technical