Support Specialist (Bilingual - English/Spanish)

Under the direction of the Operations Services Manager, the Bilingual Support Specialist will manage first-level incoming requests from Merchants, and Integrated Software Vendors needing customer/technical assistance with terminals, NMI payment applications, and monthly statements/deposit reconciliation. This role will include working across multiple departments in order to achieve and provide class A service to our merchants and/or partners. Strong focus on the overall merchant experience. The department documents all technical and customer support inquiries and issues for tracking purposes. Fluent English/Spanish is required for this position. Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries. Provides exceptional service utilizing available resources and tools. Documents every client service inquiry and issue for tracking purposes. Communicate operational concerns to clients with a clear timeline for resolution.