Are you ready to go uP?
We are named in Top Workplaces NYC for 2021, 2024, and 2026!
We are one of the winners of USPAACC’s Fast 100 Asian American Business awards
We are recognized as one of the Top 5000 in Inc. Magazine’s Fastest Growing Private Companies
We were a finalist for Best ISO of the Year by ETA in 2024
We were awarded as a Growth Accelerator on the CO-100, an exclusive list that the U.S. Chamber of Commerce recognizes as America's top 100 small and medium sized businesses
Why Should You Join Universal Processing?
You want to work at a minority owned Fintech company that empowers small to medium-sized businesses
You are passionate to serve and support our local community and their growth
You get on-the-job training to get you familiar with the industry and the role
You get medical, vision, and dental coverage, along with PTO, 401k, and commuter benefits
We offer periodic performance review for potential salary increase
Compensation : This is a non-exempt position, with a monthly salary of $3,150 during the probationary period. Upon successful completion of the probationary period, the base rate will increase to $3,500 per month.
Role Summary : The Technical Support role is a fully onsite position 5 days a week. This position is a critical role that interacts directly with our clients and supports our sales effort. The role also provides opportunities to learn about product testing and improvements based on merchant needs.
A Day in the Life of a Technical Support
Job Responsibilities:
Deployment & Configuration
Program, configure, test and deploy payment technologies, including standalone materials, mobile payment devices, online gateways and POS systems
Perform quality checks to ensure devices are properly configured prior to shipment or installation
Assist with batch preparation and execution of deployment projects
Maintain accurate deployment records in the company CRM system
Follow deployment SOPs carefully and verify critical account and device information.
Inventory & Operational Support Maintain and update inventory records and assist with inventory organization
Support monthly inventory reporting and assist in preparing purchase plans for devices and supplies
Help ensure operational readiness for deployment activities
Technical Support & Local Response Provide daily technical support via tickets, phone, live chat, and email inquiries
Troubleshoot device, gateway, and POS-related issues and escalate complex cases when necessary
Provide timely local deployment support and rapid response for time-sensitive reseller and merchant requests
Document client interactions and resolutions in the CRM System
Cross-Team Collaboration Provide basic pre-sale and post-sale technical assistance to Sales Agents
Assist in understanding merchant needs and communicating technical requirements and product feedback between merchants and internal teams
Support coordination to ensure deployment and client issues are resolved efficiently
Assist in documenting product issues and suggestions based on merchant or team feedback
Payment Security & System Stability Assist in ensuring payment devices and configurations follow company security standards and operational procedures
Support efforts to maintain stable and reliable payment operations during deployment and troubleshooting processes
Learning & Development Continuously learn about the company's hardware, software, and payment technologies
Participate in internal product training, basic product testing, and support-related projects as assigned
Qualifications:
Must be authorized to work in the US at the time of hire. We are an E-Verify employer!
Bilingual proficiency in Mandarin-Chinese is required, including reading and writing.
Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or the equivalent is preferred
Technically savvy with strong organization skills
Experience troubleshooting issues and achieving solutions
Able to take initiative, ask…