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:Job Overview:A technical support agent assists and guides customers and merchants facing technical issues with Smart POS devices (terminals). The tech support agents assist providing answers for general questions, technical assistance, troubleshooting problems with the POS systems and different support with products related.Responsibilities and duties:Provide technical support to different types of merchants in a proper wayBeing able to provide technical support via email, chat and phoneStay on top of the different updates received about the productOffer follow-ups and assist merchants via emails and callbacks when neededUnderstand the different channels of escalations and, at the same time, being able to escalate issuesProvide updates to merchants and customers about the escalated scenarios Identifies, investigates, and resolves merchant’s problems with the POS devicesGuides users through diagnostic and troubleshooting processesCollaborates with other staff to research and resolve problemsMaintains knowledge of technology innovations and trendsQualifications:Excellent communication skills, both written and oral at 90% English levelTyping speed of 40 WPMTechnical Support experience is a mustWritten and Spoken English C2/C1Excellent interpersonal and customer service skillsProfessional and pleasant telephone mannerAbility to explain technical issues to technical and nontechnical merchants and customersStrong analytical and problem-solving skillsSchedule flexibilityWhat 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, and is proudly certified as a Great Place to Work®.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.