Technical Support Specialist II
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Job Location:
Denton, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
Patterson isnt just a place to work its a partner that cares about your success.
One of the distinguishing marks of our company is the talented people who embrace the people-first always advancing and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.
Job Summary
The Technical Support Specialist - Tier II properly responds to incoming customer requests via phone email or chat session in such a manner to ensure the customers questions are answered in a timely manner. This includes receiving prioritizing documenting and actively resolving the customers questions and escalates incidents when considered appropriate and necessary to maintain service level expectations.
Essential Functions
- Respond to incoming customer requests via phone email and/or chat sessions.
- Troubleshoot and resolve customer issues in a timely manner including the use of software updates drivers knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Meet or exceed department performance metrics such as calls per hour call lengths and adherence to schedule etc.
- Maintain technical expertise and proficiency with all related and relevant software and computer systems.
- Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
- Communicate professionally and effectively with customers for follow-up when required.
- Maintain relevant skills and credits via internal support continuing education courses.
- Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
- Validate and create knowledgebase and FAQ solutions.
- Client server migration and data restoration.
- Comply with Company and department policies and standards; performs other duties as assigned
Essential Functions: Animal Health - Companion
- Responsible for Monitoring investigating and resolving daily system issues ensuring merchants experience reliable and secure payment operations.
- Troubleshoot POS terminal and gateway integration problems using system logs API data and internal diagnostic tools.
- Collaborate with the Integration Engineer team to escalate advanced issues or implement configuration updates.
- Assist in onboarding and setup of new merchants ensuring all systems are properly linked and tested before activation.
- Monitor transaction systems for failures errors or delays and take proactive measures to restore service.
- Coordinate with payment processor support teams to track open cases or identify network-level issues.
- Support PCI compliance and secure handling of all merchant-related data.
Minimum Requirements
- High School Diploma or Equivalent or equivalent education and/or experience
- 2 years experience in technical support FinTech operations or POS/payment troubleshooting
Preferred Requirements
- Associates Degree IT Information Systems or related discipline
- 2 years experience in technical support FinTech operations or POS/payment troubleshooting
- Experience supporting integrated POS or SaaS-based payment systems.
- Exposure to PayFac ISO or merchant-acquirer environments.
- Familiarity with PCI DSS NACHA and tokenization/security protocols.
- Working knowledge of Postman network diagnostic tools or remote-access utilities
Skills and Abilities
- Requires the ability to make quick sound judgments when answering questions
- Strong organizational attention to detail and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines
- Requires the ability to recall numerous guidelines and procedures
- Experience supporting integrated POS or SaaS-based payment systems.
- Exposure to PayFac ISO or merchant-acquirer environments.
- Familiarity with PCI DSS NACHA and tokenization/security protocols.
- Working knowledge of Postman network diagnostic tools or remote-access utilities.
- Working knowledge of payment processing transaction flows and funding timelines.
- Familiarity with gateways API-based integrations and network troubleshooting.
- Ability to interpret log files JSON/XML payloads and error responses.
- Excellent communication skills for interacting with merchants and internal stakeholders.
- Strong documentation and case management skills in CRM or ticketing systems (Zoho Desk Zoho Projects Jira etc.).
- High attention to detail and accountability when handling financial system data.
Physical and Cognitive Demands
- Communicate/Hearing Frequently
- Communicate/Talking Frequently
- Learn New Tasks or Concepts Frequently
- Make Timely Decisions in the Context of a Workflow Frequently
- Complete Tasks Independently Constantly
- Maintain Focus Constantly
- Remember Processes & Procedures Constantly
- Stationary Position (Seated) Constantly
- Vision Constantly
- Hand/Eye Coordination Occasionally
- Bend Rarely
- Complete Tasks in a Noisy Environment Rarely
- Feeling/Grasping/Handling Rarely
- Move/Traverse Rarely
- Repetitive Motions Rarely
Working Environment
- Hazards Occasionally
Travel Requirements
- 0%
We provide competitive benefits unique incentive programs and rewards for our eligible employees:
Full Medical Dental and Vision benefits and an integrated Wellness Program.
401(k) Match Retirement Savings Plan.
Paid Time Off (PTO).
Holiday Pay & Floating Holidays.
Volunteer Time Off (VTO).
Educational Assistance Program.
Full Paid Parental and Adoption Leave.
LifeWorks (Employee Assistance Program).
Patterson Perks Program.
EEO Statement
Patterson provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or other related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
Required Experience:
IC
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
