Technical Support Representative Jobs

Job Description

About the company:

Dejavoo is a value-added reseller and a developer of next-generation point-of-sale (POS) devices targeting desktop and handheld wireless POS terminals and secure applications, related programs, systems, and services.

Dejavoo is a comprehensive, end-to-end electronic payment provider built on 30 years' experience of its management. Our unrivaled and ongoing connectivity enables our customers to rethink payment software solutions for today and be innovative with tomorrow's technology. For more information about Dejavoo Systems, visit www.dejavoosystems.com

Available Position:

Dejavoo Systems is seeking a qualified employee for a Technical Support/Customer Service Representative position. Our Helpdesk handles inbound calls from customers, which involve resolving semi-technical issues with Dejavoo payment and POS devices. This includes, but is not limited to, troubleshooting, offering additional products and services, and documenting customer accounts. We take pride in servicing our customers!

Responsibilities:

• Deliver Outstanding Customer Service: Utilize strong communication, problem-solving, and interpersonal skills to provide a high level of support and ensure a positive customer experience during every interaction.
• Handle Inbound Support Calls: Manage inbound calls from merchants and partners, working issues through to resolution. Responsibilities include responding to customer inquiries, addressing complaints, processing technical support requests, troubleshooting issues, and accurately updating customer account information.
• Handle Email Inquiries: Monitor and respond to email inquiries from merchants and partners, providing timely, professional, and accurate technical support. Effectively diagnose issues, communicate resolutions clearly, and ensure all email correspondence is documented appropriately.
• Utilize Internal Systems Effectively: Navigate and use multiple internal computer applications, databases, and support tools to research issues, document interactions, and provide timely, accurate assistance to customers.
• Maintain Professional Communication: Foster strong, open, and professional communication with merchants, partners, customers, co-workers, supervisors, and managers to support teamwork, knowledge sharing, and efficient issue resolution.
• Ensure Policy Compliance: Adhere to all departmental procedures, company policies, security protocols, and service standards while maintaining confidentiality and accuracy in all customer interactions.
• Schedule Flexibility: Be available to work a variety of shifts, including evenings, weekends, and other business-required schedules as needed to support operational coverage.

Qualifications:

• Preferably a minimum of 2 years of experience in Technical Support, Help Desk, Customer Support, or a related field, preferably within the payments or merchant services industry.
• Experience troubleshooting payment terminals, Point-of-Sale (POS) systems, or merchant processing solutions is preferred.
• Strong troubleshooting skills with the ability to identify and resolve hardware, software, connectivity, and payment-related issues.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly to customers and colleagues.
• Ability to manage multiple tasks, prioritize workload, and perform effectively in a fast-paced environment.
• Strong problem-solving and analytical skills, with the ability to identify issues and implement effective solutions.
• Professional, dependable, and detail-oriented, with a strong work ethic and consistent attendance.
• Ability to quickly learn new technologies, software applications, and business processes.
• Bilingual or multilingual candidates are encouraged to apply. Fluency in Spanish and/or French is a plus.

Job Type: Full-time, Non- Exempt

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Experience:

• Troubleshooting: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person