Bilingual Technical Support Analyst

A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.  

We're looking for a tech-savvy, eager learner who is looking to not only provide excellent support for our clients but to develop a career in a progressive financial tech field. Utilizing your professional fluency in both English and Spanish, you'll support clients over the phone and by email to troubleshoot technical issues and build positive relationships, in addition to providing support to our sales team. 

As a Bilingual Technical Support Analyst, you will be the technical interface to merchants, point of sale systems, and credit card processors for the resolution of problems related to the installation, recommended maintenance, and use of Gravity Payments products and services. Have an understanding of all Gravity Payments products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues and make decisions of matters of significance in accordance with business operations.

• Success is found with a high level of accountability and merchant-minded team focus.
• We constantly strive to apply the same level of respect to our team as well as our merchants. 
• Consistent and constant will to learn and progress through complex situations and a high level of communication and collaboration used to seek out fast and firm resolutions to ensure success for our teams and merchants. 

• →Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary.

• →Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors.

• →Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criteria for obtaining results.

• →Effectively manage customer escalations associated with complex problems. End results should be a high level of customer satisfaction.

• →Respond to customer inquiries with a high degree of professionalism.

• →Responsible for updating internal documentation regarding technology, troubleshooting, or software updates when needed. 

• →Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience.

• →Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

• Flexibility to work outside of normal business hours, including after-hours and weekends to best serve our clients.
• Applicable Bachelor’s degree and 1-3 years related experience, or equivalent combination of education and experience.

• Experience in a high-volume customer service environment providing world-class service.

• Proven technical skills used to troubleshoot networking, Windows products, and iOS systems.

• Working knowledge of Salesforce or similar CRM software.

• Excellent interpersonal skills: able to forge strong working relationships with internal and external customers.

• Professional, enthusiastic presence with the ability to effectively work independently and as part of a team.

• Strong multi-tasking and prioritization skills, focusing on accuracy and on-time delivery.

• Strong verbal and written communication skills.  Strong analytical skills (system analysis, troubleshooting, etc.)

• Strong focus on learning, with the ability to share knowledge and quickly learn and adapt to change.

• Must have access to a wired internet connection
• Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection
• Must be able to use a Windows Based PC.