Heartland Payment Systems, Inc. Technical Support Advocate in Pearl River, New York

Technical Support Advocate

ID 2016-9137

Job Location US-NY-Pearl River

Overview:

Heartland Commerce is looking for a Point of Sale (POS) Support Technician to assist our reseller channel successfully diagnose and solve problems with our many POS products. Support Advocates track and coordinate assigned issue from start to closure with our resellers. This is critical in ensuring end user satisfaction with our products.

Support Technicians solve a variety of problems including bug identification, database corrections, and configuration assistance. They report directly to the support manager on potential problems. This position requires extreme attention to detail and following proven guidelines of positive customer support practices.

Why this role is valuable to the company

The POS Support Technician serves as an integral role in the ensuring maximum up time for our mission critical business software. This ultimately supports the growth of the company. In this role, you will develop relationships with many diverse resellers and hospitality clients. Your function is critical in communicating potential problems and helping resellers get the maximum value from the software.

Responsibilities:

  • Guide Heartland Commerce resellers in deploying new customers

  • Manage relationship & technical requirements with our resellers and 3rd party partners

  • Improve support strategies based on experience and observation

  • Instructing resellers in building small network systems, configuring menus, and proper procedures.

  • Providing technical help desk support through phone, email and remote desktop tools

  • Ability to communicate effectively and build rapport with team members and resellers

Qualifications:

  • 1-2 years in desktop or call center support

  • Experience with POS systems strongly prefered

  • Enjoy problem solving and consistently responsive to resellers communications

  • Extremely organized with professional follow-up habits

  • Networking and Microsoft operating system knowledge prefered

  • Experience with Excel and SAP Crystal Reports is helpful

  • Retail, Cashier, Hospitality or food service experience is helpful

Benefits:

Heartland Payment Systems provides competitive benefits including:

  • Competitive Salary

  • Medical, dental and vision insurance.

  • Tuition reimbursement

  • 401(k) retirement plan with company match.

  • Voluntary life and AD&D insurance.

  • Company paid life insurance

  • Employee referral bonus program.

  • Healthcare savings account.

  • Flexible spending, limited purpose spending and dependent care accounts.

  • Voluntary accident, hospital and serious illness insurance.

Heartland Payment Systems is proud to be an Equal Opportunity Employer.

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