Tech Support Level II | Merchant Services

Job Description

Fun, innovative, game-changing, and reputable full-service merchant service industry experts seeking a detail-oriented, creative, and organized Tech Support Level II & Deployment Specialist.
(Note: This job ad is long because we love our company, and we want to ensure all candidates understand we have a different approach to doing business. Please work just as hard on your cover letter as we did writing this ad. The effort you put into applying for this position shows us you are the right person for RedFynn. COVER LETTERS AND RESUMES ARE READ, AND DO MATTER.)

Required experience (highly preferred):
2 years merchant services industry experience (or related industry).
Knowledge of processing platforms – TSYS, FD, etc.
Knowledge of different hardware brands – PAX, Dejavoo, etc.
Knowledge of different pricing structures in the merchant services industry – Interchange +, Tiered, Flat Rate, Cash Discount, Tender-Based Pricing, Surcharge, etc.
Experience with troubleshooting device errors (PAX and Dejavoo).
Experience with using PAXStore and STEAM for programming devices.
Knowledge of programming and back-end restaurant software, retail software, and ecommerce configurations for POS systems ecommerce platforms. (Examples: Clover, Retailcloud, Micros, Shopify, Woocommerce etc).
Functional knowledge of iOS operating systems, Google Applications, Adobe, and phone systems.
Ability to work with both technical and nontechnical personnel to solve network, software, hardware, payment processing, and other related issues.
Understand and be able to troubleshoot issues related to the clients local network.
Ability to work independently with limited supervision – this is a 100% remote position!
Willingness to be on call and work more than 8 hours per day if necessary.

Preferred experience:
Experience in network admin/maintenance and user technical support and troubleshooting is preferred.

Job Responsibilities:
Process inbound calls to the point of resolution including customer inquiries, complaints, requests for technical support, and customer account information.
Update terminal files in estate management software.
Process inbound emails to the point of resolution (e.g. issues with terminals, status of deployment, error messages, etc.).
Quickly troubleshoot hardware and software issues; ability to troubleshoot issues remotely.
Provide escalation assistance to our merchants and partners regarding issues related to their hardware and software.
Adapt and effectively utilize various internal computer applications.
Successful candidates will possess the skills necessary to take ownership of problems and see them through to conclusion, providing our partners and merchants with quality customer service every step of the way.

Skills Needed
Attention to detail as it relates to supporting our merchants and partners.
Work well in a fast-paced environment while staying precise in daily activities.
Must be able to communicate with our merchants and partners in a respectful and concise way.
Able to work across all departments with ease, but still work independently.
Efficient with Apple operating systems (Mac/iOS), Google Applications, Adobe, and phone systems.
Able to navigate multiple system interfaces to handle inbound and outbound calls and correspondence for our merchants and partners.
Out-of-the-box thinker who is willing to contribute ideas for process improvement when it comes to Technical Support and Deployment.

RedFynn’s Purpose: We empower small businesses to build their dreams.

RedFynn’s Core Values:
We passionately advocate for our clients
We are family.
We have synergy.
We innovate and invest in improvement.
We do details.
We do the right thing.
We have fun.
We approach challenges with optimism.

About RedFynn Technologies
RedFynn has grown to become one of the most well respected, full-service business solutions providers in the US. We are a nationwide company, with several merchant services Partners we service throughout the US. We are currently in need of qualified and enthusiastic talent to join our value driven team of champion professionals.
At RedFynn our people come first. Having the best people and an unbreakable company culture is what allows us to consistently deliver a celebrity status Partner and client experience. The right candidate must be passionate about small business and aligned with our core values. Do not apply if you are not passionate about small business and/or 100% confident you can live and breathe our core values everyday.

How to Apply
To apply for this position, please email your resume and a cover letter stating your salary expectations to Click to view. Any application which does not include all of the mentioned items will not be considered. Also, please place “Tech Support Specialist” in the subject line when sending your submission.