Senior Tech Support Specialist

Fort Worth-Tx-Usasenior

Customer SupportIt Support Specialist

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Quick Summary

Requirements Summary

High school diploma / GED 2 years of experience with customer service and technical support Functional knowledge of Microsoft Outlook, Word,

Technical Tools

Customer SupportIt Support Specialist

What We Offer

~3 min read

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly.

✓We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans.

✓We offer competitive benefits starting on day one, designed to support your life both in and out of work.

✓42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

✓Process inbound calls to the point of resolution; effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information.

✓Place outbound or follow-up calls to merchants or sales associates as needed.

✓Provide specialized troubleshooting support on all POS systems, including resolving hardware/software related technical problems.

✓Provide assistance to both internal and external customers while exhibiting tact, courtesy, and professional demeanor.

✓Assist with any overflow calls from other call center queues due to low staffing or high call volume.

✓Take ownership of issues that are escalated by Level I/Level II representatives.

✓Work closely with other departments to research and fully resolve customer issues.

✓Complete EOM reporting accurately and by the expected due date.

✓Attend on-going training sessions to develop expert-level proficiencies in departmental and company procedures.

✓Adapt and effectively utilize various internal computer applications.

✓Document accounts in all appropriate systems to maintain accurate account records of inquiries, research, etc.

✓Completion of special projects or assignments as directed by the Management Team.

✓Identify and report system outages immediately to Supervisor and/or Manager.

✓Healthcare (Medical, Dental, Vision)

✓Paid Time Off, Volunteer Time Off, and Holidays

✓Employer-Matched Retirement Plan

✓Employee Stock Purchase Plan

✓Short-Term and Long-Term Disability

✓Infertility Treatment, Adoption and Surrogacy Assistance

✓Tuition Reimbursement

Requirements

~2 min read

High school diploma / GED
2 years of experience with customer service and technical support
Functional knowledge of Microsoft Outlook, Word, Excel and PowerPoint

Associate’s degree in business, or related field
2 years of Call Center experience involving customer service, technical support, and knowledge of credit card processing
Bilingual (English/Spanish) is beneficial
Possesses excellent organizational skills and is comfortable communicating with internal and external customers via email.
Ability to work independently in a multi-task environment, as well as part of a team. Work well under pressure and adapt to rapidly changing environment.
Speaks clearly and effectively in a variety of settings.
Manages time effectively and prioritizes competing tasks to meet deadlines.
Experienced with analyzing and prioritizing information to make appropriate recommendations.
Maintain above average knowledge of First American’s workflow, policies, procedures, and systems.
Pays attention to detail and approaches work in a meticulous and thorough manner.
Experience with providing customer satisfaction as evidenced by high quality evaluation scores and verbal and/or written letters of commendation from customers.
Proven leadership capabilities by displaying positive attitude, integrity, and professional demeanor.
Strong communication skills.
Internal candidates must be meeting or exceeding all current departmental standards.
Highly productive with minimal guidance or supervision.
Capable of producing comprehensive documentation.
Skilled in showing initiative in reviewing and implementing departmental policies and procedures, as well as suggesting new processes to improve efficiency and customer satisfaction.