Position Details

Salary $23 – $24 USD / year

Type Full-Time

Experience mid

Exp. Years 2+ years

Education High School Diploma or equivalent

Category Customer Success & Support

About this role

Elavon Point of Sale Tier 2 Technical Support Representative provides remote Tier 2 support for Talech POS customers, handling inbound contacts, troubleshooting, and coordinating with Product and Engineering to resolve issues.

Key Responsibilities

Provide Tier 1 agents with mentor support
Monitor escalation queue and deescalate
Engage product team for feedback and bug fixes
Log escalations with repro steps
Support merchant onboarding and education

Technical Overview

Supports Talech mPOS with Zendesk and Service Cloud; uses Google Sheets/MS Excel for data tracking; requires strong troubleshooting and customer-facing skills in a SaaS/retail context.

Ideal Candidate

The ideal candidate is a customer-service-focused professional with 2+ years of experience supporting Talech POS or similar SaaS/payments platforms, excellent communication, and strong Excel/Sheets skills; bilingual ability is a plus.

Must-Have Skills

Two or more years of customer service experienceHigh school diploma or equivalentExperience with Google Sheets or MS ExcelRelevant experience with Talech POS or similar SaaS/payments environments

Nice-to-Have Skills

Bi-Lingual (Spanish or French)Experience in retail or restaurant POS environments

Tools & Platforms

ZendeskService CloudGoogle SheetsMicrosoft ExcelTalech mPOS

Required Skills

High school diploma or equivalent; two or more years of customer service experience; proficient in Google Sheets or MS Excel; experience with Talech POS or similar SaaS/payments environments; strong communication and problem solving

Hard Skills

ZendeskService CloudGoogle SheetsMicrosoft ExcelTalechPoint of SalePOSNetworkingSaaS

Soft Skills

Critical thinkingProblem solvingPatienceDe-escalationClear communicationEmpathy

Industry & Role

Industry Banking

Job Function Deliver remote Tier 2 technical support for Talech POS customers and coordinate with cross-functional teams

Role Subtype End User Support

Tech Domains Zendesk, Service Cloud, Google Sheets, Microsoft Excel

Keywords for Your Resume

tier 2 technical supportremotecustomer servicezendeskservice cloudgoogle sheetsms exceltalechpospoint of saleretail softwarerestaurant softwaretroubleshootingescalationsrepro stepsbug fixesonboardingsaasfinancial servicesfull-timetier 2technical support

Deal Breakers

Less than 2 years of customer service experience, Inability to work remotely, No experience with Talech or POS systems, Poor communication or troubleshooting skills

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