Product Support Specialist in Atlanta, GA at HUNTER Technical Resources

Date Posted: 2/16/2020

Job Snapshot

  • Employee Type:
  • Location:
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

We are looking for a Product Support Specialist to  provide technical and business support to internal/external partners. 


Consulting with users to determine hardware, software or system functional specifications. Troubleshooting and collaborating with internal and external stakeholders to resolve complex issues with industry relevant operating systems and products.

E-Commerce/Payment Gateway Product Support:
  • Provide ongoing support for all aspects of Payment Gateway products 
  • Assist with the ongoing maintenance of the automated regression testing tool for the Payment Gateway.
  • Ensure that all transactions are tested for interchange qualification.
  • Validate transaction output, including all online reports.
  • Training
  • JIRA ticket submission
  • Token/data extraction, transfer
  • Back end Security Settings (AVS/CVV)
  • Card Association, Stored Credentials, Return Authorization requirements

Consulting, support, setup/configuration for:
  • PayHere hosted checkout,
  • account updater (AUS),
  • recurring billing (RBS),
  • reporting (web and API),
  • chargeback API,
  • virtual terminal (all versions),
  • in-house cart plugins,
  • reconciliation and retail swipe bundles, Tokenization, ACH
  • Batch Processing
  • ACH
  • Split Funding

Product support
  • Develop and maintain intimate knowledge of  products and processes.
  • Assist staff and clients by responding to product-related questions and identifying and resolving problems.
  • Work closely with  application engineers to report, track, and resolve issues related to  products and systems.
  • Run scripts, report and track the results, and assist in the resolution of problems.
  • Test and escalate issues and system bugs to engineering and development for all systems in portfolio.
  • Adding/disabling user rights 
  • UAT - NetSuite, Magento, Business Platform, Hosted Checkout, Virtual Terminal

Education, Skills or Experience:
  • At least 2 years’ experience in a troubleshooting/technical support role
  • Knowledge of software development processes and concepts.
  • Understanding of API, JavaScript, CSS and integrations (required)
  • Experience with analysis and testing of operating system functionality
  • Relevant experience with e-commerce payments products and platforms
  • Customer service mindset with excellent soft skills
  • Ability to communicate clearly both verbally and in writing to internal and external stakeholders
  • Strong problem-solving capabilities

Preferred Education, Skills or Experience:
  • Bachelor’ s degree in computer science or related field
  • Understand of or experience with coding with Enterprise Resource Planning software (i.e. Netsuite)