A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. If you want to make a difference in your life, your community and your world, join us at Elavon. We know our company is only as strong as our people, and we are committed to your professional growth and success. Elavon is part of the U.S. Bank family, a diverse workplace, where we celebrate the individuality of each member of our global team.

　　Job Description

　　At talech , we measure our success through the successes of our customers. We are driven by fulfilling our responsibilities in lifting small businesses to reach their goals, helping our clients grow in the hardest times, and continuously improving and expanding our services to suit the needs of our customers. We achieve our company goals through team inputs and experiences, top technologies, creativity, innovation, passion, a commitment to quality - and we believe in fostering a healthy work atmosphere for all our employees to learn and grow in. We strive to equip our agents to reach their full potential and allow for growth opportunities. We operate with honesty and full transparency with our staff, and have always done things this way. What to expect working at talech: Job Description: Product support technicians support our customers as the primary point of contact via Phone, Email, and Live Chat. We answer our customers’ technical questions as well as supporting them to successfully use our Point Of Sale systems, hardware and software. Above all, we aim to address customers with concern, empathy and energy as we help them run their businesses using our talech software. As a product support technician, your performance would primarily rely on handling inbound calls and messages to meet our CSAT and SLA standards. Experience requirements preferred:

　　Previous experience handling customer interactions via Phone, Chat, or e-mail preferred

　　Previous experience troubleshooting and resolving technical issues preferred

　　Previous experience helping start, grow, or run small business ventures requiring payment solutions.

　　Previous experience in payments, banking, register, credit card or software fields preferred

　　A bachelor’s degree and / or equivalent experience in a previous online technical support role or with point of sale systems (for retail & restaurants)

　　Languages: English + Spanish (C1 qualification) General Duties (Including but is not limited to):

　　Be the primary point of contact for customers to handle and resolve customer inquiries via live chat, phone & email (we offer a 24/7 service and operate in tandem with our US team to achieve this)

　　Troubleshoot & respond in a professional & timely manner by asking the proper questions and making sound judgements using your understanding of the product

　　Identify patterns in customer issues, triage effectively, escalate critical issues and suggest improvements working in collaboration with our engineering, product and support operation teams Schedule – 37.5 working hours per week, 5 days a week (you get a set schedule for the year so you'll have reliable hours to plan around). We are hiring to fill a shift for either Sunday to Thursday or Tuesday to Saturday. Working hours to be confirmed but could start as early as 7am, or 12noon. Remote work – our current team is working on a Hybrid basis to allow for collaboration and in-person training. We are currently at the Dublin office once a week and may be in up to 3 days per week eventually, keeping with best practice and adhering to HSE Covid19 recommendations. Training – all new product support technicians receive training and mentorship for 3-4weeks before joining the call queue. You will be walked through the systems, protocols and etiquettes for resolving customer queries. Upon finishing this, you are integrated into the team and will have vast resources (and direct peer assistance) for answering new queries as you learn more about the talech systems. It is a supportive group to be a part of! Performance Requirements: Knowledge, skills & abilities expected over time:

　　Meet performance standard expectations including Handle time, CSAT, and SLAs.

　　Intimate knowledge of how businesses use register software and hardware to take payments Intimate knowledge of talech software, iPad, card readers, printers, and how they are networked.

　　Ability to continuously and quickly pivot between customer service and technical issues

　　Ability to independently solve, escalated and notate customer interactions on the contact

　　Technically familiar with iOS operating systems (specifically iPads) and mobile payment systems

　　Ability to explain technical steps or resolutions so any customer can follow and understand Physical Requirements: While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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　　If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

　　Learn how the way we work at U.S. Bank (https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf) drives meaningful relationships with our customers and collaboration across the company.

　　Benefits :

　　We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

　　This is an Elavon posting. Elavon is a part of the U.S. Bank family.