Tech Support Representative

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Role and ResponsibilitiesA technical support agent for GoDaddy Payments and GD Poynt assists and guides customers and merchants facing technical issues with Smart POS devices (terminals). The tech support agents assist by providing answers for general questions, technical assistance, troubleshooting problems with the POS systems and different support with products related.Provide technical support to different types of merchants in a proper way.Able to provide technical support via email, chat, and phone.Stay on top of the different updates received about the product. Offer follow-ups and assist merchants via emails and callbacks when needed. Understand the different channels of escalations and, at the same time, being able to escalate issues.Provide updates to merchants and customers about the escalated scenarios. Identify, investigate, and resolve merchant’s problems with the POS devices.Guide users through diagnostic and troubleshooting processes.Collaborates with other staff to research and resolve problems.Maintains knowledge of technology innovations and trends. Qualifications and Education RequirementsTechnical Support experience is a must.Excellent communication skills, both written and oral at 90% English level.Typing speed of 40 WPM.Written and Spoken English C2/C1.Strong analytical and problem-solving qualifications. Preferred SkillsExcellent interpersonal and customer service skills.Professional and pleasant telephone manner.Ability to explain technical issues to technical and nontechnical merchants and customers. What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.