Technical Support Associate

Job Description Job Description Technical Support Associate– Las Vegas, NV | Tempe, AZ Who we are: Aurora Payments is a united network of processing, technology, and payment solutions. Over the years, we have grown to capture a significant portion of nationwide market-share in various specific industries due to our superior rates and services. Our Client and Partners’ success drives our team to provide the best quality products, customer service, and technical support in the industry. Our goal is to help businesses of all sizes grow their revenue streams and increase efficiency through secure and compliant payment processing. We are a leading payment services and solutions organization headquartered in Las Vegas, NV with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us. The Opportunity: We are seeking a detail-oriented person who can work independently with minimum supervision and who is able to work under pressure to meet deadlines. This person should be able to effectively multi-task and thrive in a fast-paced work environment. This person should be a knowledge seeker and a go-getter who will take initiative. Selected candidate will be in a key position to manage day-to-day operations of an assigned client portfolio. By maintaining strong relationships within client organizations, the Technical Support Specialist functions as an extension of the client business providing subject matter expertise and support for all hardware, software, and payment processing needs The Responsibilities: Act as a single source of resolution for merchants and Agent Offices for all terminal and technology needs that are associated with payment transactions. Manage all technology issues through various points through various communication sources (phone, email and video call) Recommend existing and future products/services to assigned clients Assist with merchant implementation and installations as well as ongoing service and support Work with internal departments and external partners to ensure a high level of support for the client to resolve the end client’s needs Lead and provide direction/support towards initial implementation and transaction processing enablement Manage 3rd party VAR relationships and Point of Sale hardware/software partners Respond to customer service inquiries about their credit card processing accounts Effectively problem solve while providing an exceptional customer service experience Acknowledge, research, and resolve customer issues and concerns Discipline managing in a timely manner via a CRM to meet or exceed our posted SLAs Proactive outreach to customer base to ensure customer satisfaction and inquire about possible new product sales. Ability to troubleshoot complex issues between point-of-sales, hardware, gateways, and processing platforms. Responsible for assisting Co-workers in "as needed" tasks About you: You are looking for a career with room to grow and the training that will set you up for success. You like to drive added value for our team via coordination of Ops team efforts to meet our clients’ needs, bringing clarity on requests and solutions, helping to design and inspire the best solutions. QUALIFICATIONS: Technical Support and/or installation background required Knowledge of firmware updates, software loads, remote troubleshooting skills required Experience working with POS systems (ie Clover, PAX, Dejavoo, ELO, etc.) preferred Experience working in CRM/Software Ticketing programs preferred Prior experience in the Payment/POS/ATM Industry preferred Strong computer proficiency including Microsoft Office, Internet, Outlook, Excel etc Ample experience fielding heavy call flows Spelling, punctuation, and grammar skills are also important for all positions within the company These skills are necessary to complement organization, attention to detail, independence, analyzing information and decision making for prioritizing tasks Experience in a fast-paced office environment Ability to take initiative and utilize innovative techniques Ability to interact with various departments throughout the organization Ability to participate as a team player Ability to plan, prioritize and coordinate daily tasks; time-management is key A positive attitude, professional work ethic, ability to learn quickly and excellent verbal communication skills are a must Bilingual preferred but not required What we offer: Health, Dental, Vision Insurance Paid Holidays 401(k) Plan Small, collaborative teams where you can impact both outcome and culture In-office and off-site team building events Company outings

Location: Tempe, AZ, US

Posted Date: 4/6/2025