● Provide terminal support via email and telephone.● Maintain in-depth knowledge of functionalities for all systems used by the Gateway & Integration Support Team● Provide Tier I and Tier II enterprise-level support for customers and partners, ranging from critical transaction processing issues to intensive integrated and product-related questions● Lead Specialists through exceptional and unusual situations, with a plan to action and resolution in place● Provide research and support upon atypical error messaging, and document findings and resolution process for future encounters● Participate in and implement token Import/exports requested from Merchants and Partners● Contribute to process improvement by identifying sources of merchant issues, recognizing trends, and sharing reports with Leadership● Act as a point of escalation for all Gateway and Integration support issues beyond the skills of Tier I staff to resolve● Maintain an in-depth knowledge and Tier I understanding of all Payroc supported gateway platforms in both integrated and standalone environments● Maintain in-depth knowledge and Tier II understanding of the following Payroc supported gateway platforms:- iTransact- IBX- eConduit- Worldnet

● POS products and Front End Integrations● VAR Validation and Creation● Integration Validation● Manage and Maintain Integration Compatibility Database● Semi-Integrated Device Setup and Management● POS PCI Compliance● Carrying out Front/Back End modifications● Gateway and Mobile Setup● QA File Checks

● Case management● Escalation resolution ● Using a terminal management system for creating file builds, logs and updating parameters● Staying up to date with the technical support blog which includes any major updates or errors to look out for● Excellent knowledge with the Genius, Merchantware, Transport/TransPort.WEB and Genius Checkout API● Supporting multiple standalone credit card terminals such as VX520 andICT220/250. Also using different credit card swipers like Magtek dynamag HID/KE, MagtekiDynamo, IDTech shuttle and MiniMag II● Diagnosing network-related issuesCreating flow diagrams, splunk dashboards and tools to help colleagues to troubleshootnetwork, software and hardware problems● Testing that there is a path to ourprocessing servers over the internet from the merchants local networkThis involves checking hosts and ports are open; Firewalls/Proxies are not preventing a connection such as unique TCP/UDP, GET/POST request policies over atypical ports● Setting up and diagnosing store and forward. This is storing tokens when a network goes offline, then passes them online when the network regains internet access● Using Splunk effectively for troubleshooting terminal commands, GET/POST requests, network activity and transaction flows. Creating reports to the engineering escalations team when bugs are found

● First call resolution with Merchants across the United States of America● Statement breakdowns● Advising and manipulating rates and fees● Batch reconciliation (a group of credit/debit card transactions)● Handling sensitive card information and helping merchants locate the correct card for a refund or to run the correct sale amount● Troubleshooting missing funds● System walkthroughs - showing and teaching merchants how to operate several of our systems

● Established the Team in Belfast and working closely with Resource & Planning● Creating and amending work rotations. Submitting overtime to payroll and training new staff.● Making outbound calls, utilising appointment slots and contacting customers for SLA targets.● Booking/cancelling interpreters● Prioritising and assigning tasks to the team● Creating and completing reports using Microsoft excel● UAT for different CRM releases and new systems

● Back office● Handling and making sure targets are met daily. 120 cases to be amended per day. ● Working as a team● Completing work as efficiently as possible.

● Using sage which requires handling invoices, posting and handling accounts.● Selling parts for machines to customers Face to Face, over the phone and by email.● Building customer relationships● Ensuring effective stock control and warehouse management● Handling manager duties when needed● Achieving sales targets and profit objectives● Assisting the service department when needed