Tender Retail Payment Solutions’ team is looking for a new Technical Support analyst to join it’s team. The Technical Support Level 1 analyst works closely with external customers and internal team members to assist in the resolution of customers live production payment system issues. The level 1 analyst will provide initial triage of issues that come in via telephone, email and the ticketing system in order to assist in resolving tickets within a targeted timeframe as set out by SLA agreements. Other duties will involve assigning an initial priority to issues, following up regularly with customers and internal departments, log review and escalating to Level 2 support analysts when required.
WHAT WILL BE YOUR NEW ROLE
Compose technical articles for knowledge base
Triage incoming tickets
After hours support
Answer support phone line, monitor ticketing system and email
Request and review technical logs
Work hours may vary from standard business hours
WHAT WE ARE LOOKING FOR
1 to 3 years’ experience in customer service within a support environment
Payment Industry knowledge
Experience with documentation
Strong ability to multi task
Fluent in English both verbally and written as we clients in Quebec and Canada.
Strong communication skills
Customer oriented
Extra points if:
Knowledge of Linux and Windows
Knowledge of JIRA
Knowledge of Confluence
Knowledge of Salesforce
WHAT WE OFFER
3 weeks’ vacation and 5 personal days
Comprehensive Medical, Dental and Vision coverage from your first day of employment
Employee stock ownership and RRSP/401k matching programs
Lifestyle rewards
Flexible work options
Remote work
And more!
ABOUT OUR BUSINESS
ACCEO Tender Retail, a division of Harris Computer, has been empowering retailers with leading middleware software and solutions for over two decades. With the complexities of EMV, Tender Retail’s expertise and software has enabled the company to take a leadership position in the payment industry. With over 60% of retailers in Canada (those using integrated POS) as clients, and US retailers now preparing for EMV, Tender Retail has set its sights on an aggressive expansion plan in the US.
HOW TO APPLY
If you want to apply to this Technical Support Level 1 position (R0007289), click ‘Apply Now’ to apply online. If this role does not align with your career goals, feel free to review all our current opportunities here or submit your resume to our Harris Talent Network here for future opportunities.
