POS Support Senior Associate

The POS Support, Sr Associate – GiveX provides advanced technical support and troubleshooting for WAY2PAY POS and Self Order Kiosks systems. This role interacts with merchants and internal teams across multiple communication channels (phone, email, chat, ticket systems) to resolve technical issues efficiently, build rapport with customers, and maintain professional service standards. The Sr Associate also participates in on-call rotations and supports team knowledge sharing.

Responsibilities: 

• Act as the initial point of contact for clients experiencing technical issues with their WAY2PAY systems.
• Listen attentively to customer needs and concerns; demonstrate empathy while building rapport.
• Improve terminal and POS system performance by identifying problems and recommending changes.
• Diagnose customer issues through process of elimination by asking probing questions.
• Provide resolution by identifying problems, researching answers, and guiding merchants through corrective steps.
• Ensure issues are logged and tracked in the ITSM, providing both frequent updates internally and externally to ensure all stakeholders are best informed.
• Ensure contractual SLA’s are adhered to in line with company policy and procedure
• Receive and resolve inbound calls, emails, chats, tasks, and tickets.
• Interact and coordinate with other departments to resolve customer issues efficiently.
• Maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public.
• Demonstrate exemplary performance and attendance.
• Be flexible in work hours to support 24/7 Support Center operations, including weekends and holidays.
• Escalate complex technical issues to 2nd Line Support or relevant 3rd Line technical teams, providing detailed information to facilitate swift resolution.
• Participate in on-call rotation as required (1 in 5 weeks).
• Conduct basic user training to help clients optimize their use of WAY2PAY systems and prevent recurring issues.
• Perform additional duties as assigned to support departmental goals.

Qualifications

• High school diploma or equivalent preferred.
• Experience working with Point of Sale (POS) solutions.
• Experience with credit card terminals, POS equipment, registers, touch screens, and scanners preferred.
• Excellent listening, written, and verbal communication skills.
• Strong problem-solving skills with attention to detail.
• Ability to handle multiple tasks in a fast-paced call center environment.
• Ability to adapt to change and implement solutions creatively.
• Proficient in relevant computer applications.
• Bilingual (English/Spanish) is a plus but not required.
• Experience in the banking or credit card processing industry preferred.
• Knowledge of customer service principles and best practices.
• Familiarity with Microsoft Office Suite.

Requirements:

• 3 Years’ experience working within a technical help desk/ call center environment
• Ability to attend office in Nottingham for shift starts ranging from 7:00 AM and 10:30AM.
• Available to work weekends (circa 1 in 5), following comprehensive training of systems and software. When working weekends, Tuesday and Wednesdays are off days.

Nice To Haves:

• Experience working with large retail customers.
• Experience working in a B2B, SaaS environment.