Product Support Specialist in Atlanta, GA at HUNTER Technical Resources

Date Posted: 1/16/2020

Job Snapshot

Job Description

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

Responsibilities:

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)