Technical Support Representative

Pierremont Mortgage
Full time
Customer Support
United States
Hiring from: Anywhere
Company Description

When it's time to make that next big step, purchasing a new home or re-financing, your first step should be to the experienced professionals at Pierremont Mortgage.  Pierremont Mortgage is a locally owned and operated mortgage company located in Southeast Shreveport, LA and convenient to Bossier City, LA.  The team at Pierremont Mortgage brings to the business together over 75 years of mortgage lending experience.  Pierremont Mortgage offers many financing programs including Conventional, FHA and VA loans.  We offer in house approvals and streamline closings.  It all adds up to dependable and efficient service.  


Pierremont Mortgage. The mortgage lending experts. Giving you our best in everything. In everyday.


 

Job Description


  • Answer calls, emails, internal work orders and escalation requests in an ACD call queue based setting and in accordance with service level expectations

  • Phone merchants, agents, partners, and other company related entities in accordance with policy and procedures.

  • Maintain call queue awareness at all times and maintain adherence to call center operating guidelines as provided by management

  • Respond to, follow-up, and complete requested assignments in an effective and ongoing manner

  • Assist merchants with reconciling their processed transactions

  • Troubleshoot, configure and perform maintenance functions on POS terminals, peripheral equipment, POS applications and semi-integrated solutions according to set procedures

  • Maintain detail-oriented and customer-centered focus while troubleshooting POS related issues or working requests to ensure accurate and efficient maintenance of work. Make accuracy and quality a priority by double-checking work prior to completion

  • Work with all sales channels to provide ongoing technical support for merchants as defined by the product classification

  • Log interactions, which include calls, emails and maintenance queue, using detailed, specific and professional remarks in internal systems

  • Maintain thorough knowledge of supported systems, up to but not limited to POS downloader systems, third party portals and support/administration tools, front end processing systems and proprietary internal systems

  • Attend trainings and complete on-line assessments to maintain a thorough knowledge of all processes, procedures and information that affect / impact the department and company as a whole, included but not limited to card industry regulations, interchange, dues and assessments, and PCI-DSS and PA-DSS compliance

  • Assist fellow team members with answers to questions and/or problem resolution via verbal or written communications

  • Work independently in a fast paced environment and adhere to deadlines even when under pressure

  • Identify and provide follow-up and timely resolution for all issues presented in the Technical Support work queue

  • Perform miscellaneous job duties as assigned by management

  • Escalate issues, as necessary, to management on duty


 

Qualifications


  • High School diploma required

  • Minimum of 1 year of college or equivalent work experience preferred but not required

  • 3 years of experience in a technical support or customer service help desk role required

  • Credit card experience in the acquiring or issuing industries preferred

  • Proficient computer skills using Microsoft Office suite including Word, Excel, Access, Outlook and Windows based programs required

  • Ability to sit for prolonged periods of time, wear a headset, look at a computer monitor and utilize a company approved keyboard required

  • Ability to work evenings, weekends, overnight and holidays as needed for support, training and/or conversions required

  • Ability to utilize effective time management skills, work effectively under pressure and set personal deadlines, while working with limited supervision required

  • Proficient skills in Internet Knowledge/Base navigation, telephone, facsimile, copier, calculator, and other general office equipment required

  • Experience with POS debit and credit terminal hardware and software preferred

  • Ability to adapt to frequent or unexpected changes in the work environment and be able to adjust approach or method to best fit the current situation required

  • Strong analytical, problem solving, decision making skills required


 

Additional Information

BENEFITS



  • Medical Insurance

  • Dental Insurance

  • Vision Insurance

  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

  • Supplemental Insurance

  • 401(k) Retirement Savings Plan

  • PTO

  • Paid Holidays

  • Free Parking Options and Transportation assistance


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