Technical Support Representative: Level II

Overview

Technical Support Representative - Level II (TSR2). Full-time position.

National Merchant Alliance was founded by brothers Scott and Shannon Maher in 2005 as a technology-focused payments company. NMA’s third party partnership model focused on non-proprietary technology, that gave merchants a choice of electronic payment provider while generating revenue for NMA’s developer partners. Through these partnerships, NMA gained valuable insight into the retail industry and point-of-sale systems. The company’s focus on transparent, win-win partnerships allowed it to grow in a competitive market, later becoming Retail Success.

The future is bright for Retail Success and our family of companies. A new vertically integrated product leveraging expertise from all of our companies is being deployed to a national user base of over 75,000 independent retailers. The companies are moving to a new headquarters in Overland Park, Kansas.

The primary function of the Technical Support Representative - Level 2 (TSR2) is to administer a variety of technical projects related to setup, maintenance, and support of Lu La Roe  BLESS software users. Duties include but are not limited to:

• Develop support resources (FAQs, How-To Articles, Knowledge Base).
• Maintain and administer NMA’s customer relationship management systems (CRM) and merchant account records, including customer data (sensitive and non-sensitive).
• Provide level 2 technical (Help Desk) support to Lu La Roe  BLESS software support team; advise and assist in implementation during deployment.
• Provide remote troubleshooting solutions for computer or operating system issues that affect software function or course delivery.
• Work on the daily “TIN/TFN IRS Mismatches” report and implement expedient corrections.
• Work on the daily “PO Box” error report and implement expedient corrections.
• Provide advice and assist in resolving chargeback issues.
• Collaborate with other departments on projects; train staff and stakeholders on technical issues as needed.
• Develop and create documentation and support materials for in-house and end-user use.
• Analyze complex systems, identify problems, and develop/implement effective solutions; develop cost-effective technical system improvements.
• Operate a personal computer using program applications appropriate to assigned duties.

All your information will be kept confidential according to EEO guidelines.