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Technical Support Representative II in Troy, MI at North American Bancard

Date Posted: 7/12/2018

Job Snapshot

Job Description

North American Bancard is committed to helping businesses prosper through innovations in credit card processing, ecommerce and mobile payments. We believe in smarter commerce for all and we're committed to building the next generation of payment technologies and experiences.

Job Summary:

Under general supervision, the Technical Support Representative II will be responsible for providing advanced technical support and troubleshooting for all North American Bancard products.

This position is ideal for someone pursuing a technology degree with previous experience working in a technical support role.

We are looking for candidates with the availability to work varying shifts. Weekend and late shifts, 12pm-9pm, are preferred.


 Job Duties:

  • Provide advanced technical support and troubleshooting for multiple point-of-sale (POS) solutions within an allotted amount of time such as; terminals, software applications, gateways, and semi-integrated solutions.
  • Diligently manage customer cases within the Customer Relationship Management (CRM) tool, and communicate any perceived delays to management immediately upon identification.
  • Interact with multiple departments and provide strategic insight to solve enterprise-wide issues that impact our customer base.
  • Identify technical issues through feedback while engaging with customers and sales partners who request to escalate service challenges.
  • Serve as an escalation point for internal customers and work on time sensitive matters with advanced technical issues and provide detailed information on solutioning.
  • Partner with the Sales and Product teams to prepare the contact center for new product releases including Product User Acceptance Testing (UAT) and features needed for development.
  • Provide coaching and serve as backup to Care Advisor I when needed.



Job Requirements

Education, Experience and Skills:

  • High school diploma or equivalent.
  • Bachelor’s degree in Information Technology or Computer Science preferred.
  • Minimum two (2) years of experience in a technical support, internal help desk, or desktop support role.
  • Strong technical aptitude and ability to explain processes to others.
  • Ability to adapt quickly to change and manage stress effectively.
  • Excellent problem solving skills with the ability to quickly learn new software and operating systems.
  • Ability to complete tasks with minimal guidance.
  • Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.


Additional Information: 

Direct Reports:  None
Travel Requirements:  None

License and Certification Requirements:  CPP Certified preferred



At North American Bancard we celebrate diversity and create an inclusive environment for everyone, we are an equal opportunity employer.