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Technical Support Specialist in Denver, CO at NAB VELOCITY

Date Posted: 4/17/2018

Job Snapshot

Job Description

Velocity, a subsidiary of North American Bancard, LLC, is looking for a Technical Support Specialist to join the team in Denver, Colorado.

Do you love tech, but also love helping people? We are looking for a tech support specialist to support Point of Sale (POS) equipment, terminals, and back-end integrations with third parties. We are in need of someone who can also provide quality customer service by performing complex merchant database and hardware installations and programming updates. You will also responsible for resolving and tracking equipment hardware and software issues. 

What you will be doing: 

  • Provide phone, remote and on-site support to merchants.
  • Diagnose merchant software, hardware and networking issues, and provide a resolution timetable.
  • Perform database entry tasks and hardware swaps.
  • Administer minor programming changes on merchant point-of-sale (POS) systems.
  • Stage merchant equipment as assigned for pre-installation testing, validation and troubleshooting.
  • Track all support issues and resolution times in respective systems.
  • Escalate issues to the Support Services Lead, when unable to properly resolve, especially when issue is affecting the merchant's ability to process orders or payments.
  • Continually seek to improve technical knowledge of products through additional training and certifications.

Job Requirements

What we need from you: 

  • High school diploma or equivalent.
  • Minimum three (3) years’ experience in problem resolution for software, hardware and networking; POS support strongly preferred.
  • Excellent verbal and written communication skills, and customer service skills.
  • Functional knowledge in all of our product offerings, including Micros RES, Simphony and Emagine.
  • Familiarity with Microsoft Office or GoogleDocs software and Vigilix remote access software (or comparable).
  • Ability to understand merchant support issues and provide resolution or escalation, in a fast-paced environment.
  • Ability to provide world-class customer service, as well as having excellent troubleshooting skills.

It would be a plus if you had: 

  • Technical support experience in the payment industry.


North American Bancard reserves the right to alter this description at any time.  North American Bancard practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, protected disability, marital status, familial status, veteran status, height, weight or citizenship.



PG: 27I