Vantiv Technical Support Specialist in Cincinnati, Ohio
Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue. Will refer problems of an unusual, unsolvable nature to university degreed engineers.
Has a more advanced knowledge of the business, tools and processes; can troubleshoot advanced technical issues and systems. Under moderate supervision, can apply those principles to answer and educate more complex inquiries and solve problems related to transaction processing and technical call types. Knows when to de-escalate and where to go for information.
Works on assignments that are moderately difficult, requiring some degree of judgment in resolving issues or making recommendations.
Normally receives general instructions on routine calls, detailed instruction on new assignments.
Advanced proficiency with systems, including hardware and software, products, services, and processes. Knowledge base acquired from previous experience.