Job description

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 Tempe, Arizona, with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us.

The opportunity:

We are looking for an experienced Merchant Services professional that understands customer service as well as the technical side of the business. We need someone who can primarily address technical issues as well as someone who can troubleshoot various credit card processing terminals and gateways we support.

The ideal candidate has a technical background, good judgment, people skills, and excellent attention to detail. They need to show initiative in seeking ways to contribute to the success of the company that go above and beyond posted responsibilities and are always seeking ways to add value to the company, knowing that effort will be appreciated and rewarded. Can be a work from home position after 6 months.

The Responsibilities:

· Perform over-the-phone credit card machine set up

· Walk customers through the process of installing the software on their machines and starting up the program for the first time

· Researches, analyzes and resolves software issues

· Train new merchants how to process using their new terminal and/or gateway

· Collaborate with 3rd party vendors as necessary to resolve technical problems

· Understand and execute the company’s customer service policies and best practices

· Manage internal knowledge database, creating and updating support articles for internal teams to use as reference guides

· Attend training sessions for new products to train the Tech Support team to effectively support our expanding technology offerings

· Provide guidance to small team of Technical Support Reps, establishing best practices that empower employees to provide valuable support

Who you are:

· Strong technical, analytical and problem-solving skills

· Well-developed communication, organizational, and customer relations skills

· Self-motivation and the ability to multi-task with an attention to detail

· Able to learn quickly, work independently, problem-solve, and perform a variety of tasks

· Effective support service skills, including ability to follow multiple pending service requests through to completion

What we prefer:

· 2-5 years of experience in a technical support role

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Work Location: One location

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