Product Support Specialist

SummaryThe Product Support Specialist is a technical service expert who troubleshoots a variety of electronic payment processing software and resolves customer issues that may arise. The Specialist will enable businesses to integrate Electronic Payment Processing, E-Commerce, Online Bill Pay, CRM and Web-Based Sale Order Entry with multiple banks, gateways, processors and back office environments while at the same time still providing the best support for all new and existing customers.What you’ll do:Troubleshoots requests/problems/issues via phone, email or screen sharingUtilizes support resources to better assist customers with any request they may haveSolve basic common user problems in real time, including software functionality problems and questionsStreamline and improve current procedures and assist in documentation and trainingEscalates top priority, production-critical issues to the appropriate technical staffUtilizes effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision requiredGather information about problem and walk users/customers through diagnostic procedures to determine source of errorDetermine whether problem is caused by hardware, software or system setup and escalate through appropriate departmentHandle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or development team membersLog and track calls using CRM database, and maintain history records and related problem documentationIdentify and document defects, questionable functions, errors, and inconsistencies in software program functions, outputs, online screens and contents; and provides feedbackEnsure prompt responses to all internal and external stakeholders (both cases and projects)About you:​Requires bachelor’s degree preferably in Computer Science, Information Systems, Computer Engineering or related disciplineRequires 0-2 years of experience in customer service or technical support in a customer service environmentProficient computer skills using Microsoft Office suite including Word, Excel, Visio,Outlook and Windows based programs requiredStrong team player with high quality written and verbal communication skillsRequires a basic understanding of SQL queries and be able to query basic data from a databaseFamiliar with Microsoft SQL Server Management StudioFamiliar with ERP systems such as Microsoft Dynamics GP, Microsoft Dynamics 365Business Central, Microsoft Dynamics NAV and OracleExperience with Microsoft Dynamics CRM preferredFamiliar with screen sharing software such as GoTo Meeting, Webex, Join.me, Skype for BusinessBasic knowledge of low level networking concepts requiredBasic knowledge of PCI-DSS and PA-DSS compliance requiredAbility to learn new skills quickly and be able to put them to use in a fast past environmentWhy work for EVO?​Learn from and grow with a worldwide payments industry leaderEnjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much moreThrive in a collaborative culture that supports innovationTake advantage of a supportive work-life balanceBenefit from global career opportunities and advancementDisclaimerThe preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.EVO is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any employee based on any legally-protected basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, pregnancy (including childbirth, lactation or related medical conditions), sexual orientation, gender identity, gender expression, and transgender status, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by applicable federal, state or local law.