->Provided exceptional technical support to merchants using Pine Labs' POS (Point of Sale) machines, ensuring swift resolution of any issues they encountered.->Assisted merchants over the phone, offering step-by-step guidance to troubleshoot and resolve technical problems with their POS systems.->Utilized remote access tools to diagnose and fix issues directly on the merchants' machines, minimizing downtime and enhancing customer satisfaction.->Managed and resolved support cases efficiently using Salesforce, ensuring accurate documentation and timely follow-up.->Collaborated with cross-functional teams to escalate and address complex technical problems, ensuring seamless service delivery.->Maintained a high level of customer satisfaction by delivering personalized support and ensuring a thorough understanding of each merchant's unique needs.