Specialist I, Technical Support, Third party

Title: Specialist I, Technical Support, Third Party Contact Center

Reports To: Sr. Manager, Technical Support

About Payroc

Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today’s fast‑moving commerce landscape.

At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve.

We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.

Position Overview

The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go‑to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximize their revenue potential.

As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in‑depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalated issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc’s reputation for exceptional service and partnership support.

Duties and Responsibilities

• Provide client support via email and telephone.
• Process all technical enquiries, orders, and general administration timely and accurately.
• Coach customers to be product experts so they become increasingly self‑sufficient.
• Take the appropriate action to ensure customer expectations are fully delivered.

Qualifications

• Prior experience and passion for technical support.
• Able to work on own initiative as well as part of a team.
• Strong written and oral communication skills.
• Effective administration, planning, and organization skills with strong attention to detail and accuracy.
• Ability to work in a fast‑paced environment to provide top‑level customer support.
• Computer literate (Word, Excel, Microsoft Outlook).

Working Conditions

• Extensive desk‑based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross‑functional partners to support learning intake, coordination, and project execution.

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national, social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws and regulations in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com.

Compensation and Benefits

Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job‑related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well‑being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.