Technical CSR II (Customer Support)

TL;DR

Technical CSR II (Customer Support): Providing in-depth technical support and advanced troubleshooting for Genius's software suite with an accent on escalation procedures, team training, and maintaining expert knowledge of NEXTEP processes. Focus on problem resolution, documentation improvement, and leading customer projects.

Location: Onsite in Troy, Michigan, USA. Must be willing to travel between 10-20% and provide occasional evening and weekend support (rotational).

Company

hirify.global is a leading payment technology company providing software and services to merchants.

What you will do

• Provide in-depth technical support and advanced troubleshooting for the Genius product suite.
• Lead customer projects and provide training for Level 1 Technical Support Representatives.
• Maintain expert knowledge of the existing customer base, NEXTEP processes, and hardware.
• Participate in Quality Assurance testing of software releases.
• Develop, maintain, and improve documentation related to installation and support procedures.
• Ensure proper escalation procedures are used and maintain a high daily closure rate.

Requirements

• 3+ years of technical support experience.
• Strong technical aptitude and PC literary skills.
• Ability to multitask and work under pressure.
• Strong listening, written and verbal communication skills.
• Exceptional work ethic with a strong sense of urgency.
• Must be willing to travel between 10-20%.
• Occasional evening and weekend support (rotational) required.

Culture & Benefits

• Exceptional work ethic with a strong sense of urgency.
• Great attitude and enthusiasm.
• Entrepreneurial spirit.