• Under the direction of the Technical Support Manager, the Technical Support Representative II is responsible for providing payments related technical support services while ensuring superior client experience in all technical aspects involved in payment processing, ensuring customer and partner satisfaction. • Provide first-class customer service/support via telephone, email, chat, and any future channel. • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly. • Maintains an accurate and complete record of all inquiries and problems handled. • Absorbing and retaining a large quantity of departmental system, policy and procedure knowledge. • Utilizing all tools and systems consistently to enhance department knowledge. • Setup/configure and download POS terminals and pin pads, value-added software, and online payment gateways. • Assist Sales partners and merchants in adding equipment and services to merchant accounts. • Assist Sales Partners in POS hardware and software selection based on client needs. • Provide technical support and troubleshooting for setup issues, connection issues (dial-up, TCP/IP, and GPRS), and research processing errors. • Provide clients with guidance and training on the use of POS systems. • Retaining and sharing knowledge gained by supporting peers and delivering side by side training to new hires. • Follow all card brand compliance rules and regulations for the security and integrity of sensitive information. • Handling complex client escalations via telephone, email, chat and any future channel. • Open mind to continued process improvements and innovation by offering suggestions to increase overall team performance. • Critical thinking by strategically eliminating barriers and offering additional solutions to overcome challenging situations. • Supporting specialized projects on an as-needed basis to fully follow through and final completion as directed by the leadership team. • Other duties as assigned.

• Provide exceptional customer support to end users • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions • Respond to email, online, and telephone client support requests • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations • Capture details of support requests in ticketing system powered by Zendesk • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships • Help test fixes provided by the Development team and incorporate them into client systems • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

• Delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud. • Develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform. • Deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation. • Establish regular touchpoints with customers for critical issues and provide executive-level technical briefings. • Drive technical advocacy between customers and product teams and lead problem-solving sessions for complex technical challenges. • Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations. • Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution. • Proactively identify recommendations and lead global initiatives to improve product quality and customer experience.

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed • Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness • Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms. • Assisting with tool migrations and rollouts • Investigating phishing reports, suspicious logins, and endpoint alerts • Supporting SSO, MFA, conditional access, and identity governance controls • Creating and maintaining documentation of IT procedures and policies • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating regular IT training sessions with new client staff • Assisting in improving existing IT automation tools and workflows • Removing Adware, Spyware, and Viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Willingness to work outside of normal business hours as required • Willingness to travel as required • Other duties as needed