Vantiv Tech Support Specialist in Durango, Colorado
Schedule will be determined at time of hire - Scheduled 5 days, weekends likely; potential shift time will range from 5a-930p (later hours are more likely to start)
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 basic knowledge of the business, tools and processes, as well as technical troubleshooting experience. Under close supervision, can apply those principles to answer and educate basic inquiries and solve problems related to transaction processing and technical call types. Knows when to escalate and where to go for information.
Works on assignments that are routine in nature, requiring limited judgment. Has limited role in decision-making.
Adhere to established client empowerment guidelines. Normally receives detailed instructions.
Knowledge base generally acquired from training and on the job experience. Entry level skills on systems, including hardware and software, products, services, and processes.