Technical Support Specialist

Bluefin is a highly entrepreneurial company that is comprised of passionate and focused individuals who share a common goal: to serve our customers and protect payment data. We are founded on the intrepid aspiration to securely process payments and reduce cardholder data fraud.  We pioneer payment security with our inventive approach to devaluing cardholder data in the payments ecosystem rendering it useless to hackers.  Our focus is on building customer confidence, one transaction at a time. Bluefin is looking for exceptional candidates who are looking to grow with the organization.

Position Summary:

Our organization is seeking a technically savvy, customer-focused individual who understands that technical skills must be combined with excellent interpersonal skills that enable them to build confidence with our customers by addressing inquiries with knowledge, skill and empathy for the customer.  We are looking for a Technical Support Specialist to work directly with clients in setting up and troubleshooting POS terminals and integrated POI solutions, e-commerce gateways, mobile payments and P2PE security solutions.

Essential Duties and Responsibilities: 

We are looking for a Technical Support Specialist who is responsible and takes ownership for:

• Resolving POS gateway and software inquiries from merchants and partners.
• Performing as the point of escalation for POS gateway and software service inquiries from Customer Service.
• Partnering with Sales teams to provide product input for POS solutions.
• Researching, troubleshooting, and resolving issues for our customers on both proprietary and external POS systems.
• Identifying, reporting, troubleshooting, and resolving ecommerce, point-of-sale and P2PE security application issues.
• Deploying hardware, gateway and security application solutions to customers using internet-based deployment vendor portal.
• Must be proactive and take ownership in responses of customer tickets via phone, Salesforce cases, web-based chat and other methods follow through to resolution.
• Ability to work a flexible and on-call schedule as required.
• Must be able to successfully work independent and be self-motivated.
• Must innately be curious and have a passion for problem-solving

Ready to be inspired, challenged and liberated to do your best work? Bluefin is a passionate group of technologists, marketers and innovators changing the world of data security and the flow of information. Not only were we the first company in North America to achieve PCI-validated P2PE certification, we continue to lead the way in payment and data security. Your work here won’t just help protect companies from hackers and data breaches. You’ll be on the vanguard of protecting the modern economy.

Qualifications: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• High school diploma, plus A+ and/or Network+ certifications or college graduate with computer-based background/degree (networks, computer programming)
• Understanding of basic HTML, JSON, XML knowledge.
• Point-of-sale (POS) payment gateway, terminal and register systems is highly desirable.
• Basic knowledge of networks, the ability to read network diagrams, and network troubleshooting techniques such as ping, tracert, ipconfig, etc.
• Must be a self-starter with the ability to learn new applications and systems quickly.
• Must be able to multi-task, work in a fast paced, turn-key environment, and be willing to work overtime as requested by manager (on-call is required for this position).
• Knowledge of data encryption protocols preferred.
• Excellent and adaptable communication skills (both written and verbal), along with excellent interpersonal skills working directly with customers and internal colleagues.
• Must be a team player, results-driven, and a data-gathering problem solver.
• Must be proficient in Microsoft Office with ability to learn and use Salesforce CRM system.