Senior Associate, Product Support

Senior Associate, Product Support

EVO Payments, Inc. is a leading payment technology and services provider. EVO offers a number of innovative, reliable, and secure payment solutions to merchants ranging from small and mid-size enterprises to multinational companies and organizations across the globe with offices and multiple brands across the Americas, Europe, and China. As a fully integrated merchant acquirer and payment processor in over 50 markets and 150 currencies worldwide, EVO provides competitive solutions that promote business growth, increase customer loyalty, and enhance data security in the markets it serves.

**About the role**:
As a Senior Associate of Product Support, you will be a technical service expert who troubleshoots a variety of electronic payment processing software and resolves customer issues that may arise. You 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 providing the best support for all new and existing customers.

**Be a part of a team where you will**:

- Utilize support resources to assist customer requests.
- Resolve basic common user problems in real time, including software functionality problems and questions.
- Streamline and improve current procedures and assist in documentation.
- Handle escalations that may arise from other team members.
- Under limited supervision, utilize effective time management skills, work effectively under pressure, and set personal deadlines.
- Obtain information and provide guidance to users/customers regarding diagnostic procedures to determine source of error.
- Determine cause of issues by hardware, software, or system setup and escalate through appropriate channels.
- Train new team members on new products and services.
- Manage complicated support cases that require additional testing and background work.
- Manage problem recognition, research, isolation, resolution, and follow-up for routine user problems. Escalate complex problems to management or development team member.
- Log and track calls using CRM database and maintain history records and related documentation.
- Identify, document, and provide feedback regarding defects, questionable functions, errors, and inconsistencies in software program functions, outputs, online screens, and contents.
- Collaborate closely with the development and quality assurance teams and report common issues.
- Ensure prompt responses to all internal and external stakeholders (both cases and projects).
- Advise management on all issues and problems in a timely manner.
- Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in the department’s goals.
- Understand customers’ business needs to recommend products and/or procedures.
- Provide estimates for projects, customizations, and additional installations.
- Adhere to privacy; confidential, proprietary company policies and procedures (i.e. HIPAA).
- Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA).
- Perform related projects and duties as assigned.

**About you**:

- Bachelor’s degree required, preferably in computer science, information systems, computer engineering or related disciplines
- 3+ years of experience in customer service or technical support required
- Proficiency in using Microsoft Office Suite (i.e. Word, Excel, Visio, Outlook, and other Windows based programs)
- Strong team player with excellent written and verbal communication skills
- Possess a basic understanding of SQL queries with the ability to query basic data from a database
- Familiarity with Microsoft SQL Server Management Studio
- Familiarity with ERP systems (i.e. Microsoft Dynamics GP, Microsoft Dynamics 365 Business Central, Acumatica and Oracle)
- Experience with Microsoft Dynamics CRM preferred
- Familiarity with screen sharing software (i.e. GoTo Meeting, Webex, Join.me, and Skype for Business)
- Possess basic knowledge of low-level networking concepts
- Possess basic knowledge of PCI-DSS and PA-DSS compliance
- Possess basic knowledge of payment processing procedures
- Experience with accounting concepts a plus
- Possess strong time management and organizational skills
- Possess excellent interpersonal and customer support skills
- Ability to work well under pressure and meet customer demands
- Ability to multi-task and manage multiple cases and projects
- Ability to work independently as well as being an active participant in a team
- Possess excellent phone skills

**What can EVO do for you?**
- Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance
- Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, and vision coverage, health savings accounts, Legal Shield & ID The