Specialist I, Technical Support, Third Party

 Title

Specialist I, Technical Support, Third Party

Contact Centre

Reports To

Manager, Merchant Support, Third Party

Position Overview

The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go-to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximise their revenue potential.

As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in-depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalate issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc's reputation for exceptional service and partnership support.

What we're obsessive about:

• Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way.

• Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft.

• Real people, real problems: We develop solutions to our merchants' real-world challenges. Our team members collaborate to build the right things the right way. We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.

Duties and Responsibilities

• Provide client support via email and telephone

• Process all technical enquiries, orders, and general administration timely and accurately

• Coach customers to be product experts so they become increasingly self-sufficient

• Take the appropriate action to ensure customer expectations are fully delivered

• Liaise with internal teams as required

• Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager 

Qualifications

• Prior experience where you can demonstrate your passion for technical support

• Able to work on own initiative as well as part of a team

• Strong written and oral communication skills

• Effective administration, planning, and organisation skills with strong attention to detail and accuracy

• Ability to work in a fast-paced environment to provide top-level customer support

• Computer literate (Word, Excel, Microsoft Outlook) 

Travel Component

• Remote 

Hours

• 8:30 AM to 5:00 PM (CST)

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods

• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations

Equality:

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals' qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. 

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at  

Compensation and Benefits

Our compensation is aligned with local market benchmarks across the UK. Actual pay may vary depending on factors such as location, role-specific knowledge, skills, and experience. Depending on the position, additional forms of compensation – such as performance bonuses or incentives – may also be offered as part of the total reward package.

We provide a comprehensive suite of benefits designed to support your health, financial security, and overall wellbeing – helping you thrive at work and beyond.

Note to Agencies:

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions. 

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