Job Title: Technical Support Specialist
Location: Remote
Job Type: Full-Time
Company: Ignite Swipe LLC
About Us:
Ignite Swipe LLC is a forward-thinking payment processing company that provides businesses with secure and efficient solutions, including mobile payment options, point-of-sale systems, and card readers. Our mission is to empower merchants to grow and succeed with reliable payment technologies. We’re looking for a skilled Technical Support Specialist to join our team and help our clients resolve technical issues while providing excellent service.
Job Description:
As a Technical Support Specialist, you will be the first point of contact for customers experiencing technical issues with our payment processing solutions. You will provide step-by-step assistance, troubleshoot hardware and software problems, and collaborate with other teams to ensure a seamless client experience. The ideal candidate is a problem-solver with strong technical skills who can explain complex concepts in a simple, user-friendly manner.
Key Responsibilities:
- Technical Assistance: Provide remote support via phone, email, and chat to resolve customer issues related to payment processing systems, hardware, and software.
- Troubleshooting: Diagnose and troubleshoot technical issues, including connectivity problems, configuration errors, and software bugs.
- Client Education: Assist clients in understanding how to use our products effectively, offering guidance and training as needed.
- Issue Escalation: Escalate complex or unresolved issues to higher-level support or development teams when necessary, ensuring follow-up until resolution.
- Documentation: Maintain accurate records of support requests, issues, and resolutions in our customer service management system.
- Feedback Collection: Gather feedback from customers to help improve our products and services and share insights with the product development team.
- Product Testing: Participate in testing new features, updates, and products to provide feedback on usability and identify potential issues before release.
What We Offer:
- Competitive Compensation: Based on experience, with opportunities for performance-based bonuses.
- Remote Work Flexibility: A fully remote role that allows you to work from anywhere.
- Professional Development: Access to training programs and certifications in relevant technical fields.
- Career Growth Opportunities: Clear paths for advancement in technical roles or cross-departmental development.
- Company Culture: A supportive, team-oriented environment that values innovation and continuous learning.
Qualifications:
- Experience: 2+ years in technical support, IT support, or a similar role, preferably in a payment processing or SaaS company.
- Technical Skills: Familiarity with troubleshooting common hardware and software issues, network configurations, and payment processing systems.
- Communication Skills: Ability to explain complex technical concepts clearly to non-technical users.
- Problem-Solving: Strong analytical skills and the ability to think critically to resolve customer issues.
- Customer Focus: A commitment to providing excellent customer service and support.
- Organizational Skills: Ability to handle multiple support requests simultaneously and prioritize effectively.
Preferred Qualifications:
- Experience with payment processing technologies and understanding of compliance standards (e.g., PCI-DSS).
- Certifications in relevant fields (e.g., CompTIA A+, Network+, or similar) are a plus.
- Experience with CRM or ticketing systems to track support cases.
- Background in software testing or quality assurance is beneficial.
Compensation:
- Salary Range: $75,000 – $95,000 annually, depending on experience.
- Bonus Structure: Performance-based bonuses for high customer satisfaction ratings and efficient resolution times.
How to Apply:
If you have a knack for problem-solving, a passion for technology, and enjoy helping clients succeed, we’d love to hear from you! Please submit your resume and a cover letter explaining your technical experience and why you would be a great fit for this role.
