Role Description The Technical Support Specialist is at the forefront of delivering exceptional service to our merchants, partners, and resellers. In this role, you will be the go-to expert for merchants and partners seeking technical support for terminals and gateways used in credit card and ACH processing. Your mission is to provide effective solutions, bridge knowledge gaps, and proactively identify opportunities to help merchants maximize their revenue potential. As a Technical Support Specialist, you will also take ownership of ensuring customer satisfaction by leveraging your in-depth knowledge of terminals and payment solutions. You will deliver training, assist with troubleshooting, and escalate issues to the appropriate teams when necessary. Empowered with the responsibility and authority to drive customer satisfaction, you will play a key role in upholding Payroc’s reputation for exceptional service and partnership support. Duties and Responsibilities - Provide client support via email and telephone - Process all technical enquiries, orders, and general administration timely and accurately - Coach customers to be product experts so they become increasingly self-sufficient - Take the appropriate action to ensure customer expectations are fully delivered Qualifications - Prior experience where you can demonstrate your passion for technical support - Able to work on own initiative as well as part of a team - Strong written and oral communication skills - Effective administration, planning, and organization skills with strong attention to detail and accuracy - Ability to work in a fast-paced environment to provide top-level customer support - Computer literate (Word, Excel, Microsoft Outlook) Working Conditions - Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. - Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross-functional partners to support learning intake, coordination, and project execution. Compensation and Benefits Our compensation reflects the cost of labor across several U.S. geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

• Evaluate and troubleshoot client issues • Set clear expectations and provide timely, meaningful updates on active issues • Demonstrate strong case ownership from intake through resolution • Coordinate phone calls, emails, and meetings to support our customers • Participate in release-verification tasks • Meet contractual Service Level Agreements (SLAs) for first response and ticket resolution • Troubleshoot both web and mobile application issues that may arise • Identify ticket trends, and proactively address potential issues • Act as the voice of the customer by capturing business impact

• Integrate, use, communicate with available company resources and organizations to develop & manage projects related to HFS products that will offer value to customers and will make HFS the supplier of choice. • Provide field support to facilitate the HFS products utilization, obtain full customer satisfaction and in the process understand customer needs. • Organize product demonstrations at the different levels of customers’ organizations (from shop floor to engineering management). • Manage with different plants the development projects to achieve the “going to market” phase in the planned time. • Bring to customers company resources (from Tech Center capabilities to plant expertise) to solve complex issues and to differentiate HFS from competitors. • Coordinate with account managers product presentations at customer organizations to highlight product characteristics and plants capabilities. • Understand systems (fasteners with dedicated installation tools) functionality to offer to customers the full system and to always consider new products from the system perspective. • Integrate different capabilities of the HFS plants and of the wide company product range to develop projects offering the whole spectrum of company competencies. • Understand competition products and systems to compare, evaluate and determine actions and improvements of our product range if needed. • Keep a constant watch on technological developments outside of the group which could bring innovation or collaboration opportunities.

• Supporting end-to-end card payment operations across acquiring and issuing • Ensuring smooth delivery of client initiatives and incident resolution • Acting as a key point of contact for assigned clients • Managing client relationships and expectations • Overseeing raised requests and facilitating technical discussions • Providing ongoing production support to clients