Technical Support Specialist II

Bluefin Payment Systems is hiring a Technical Support Specialist II for an onsite role in Florida. In this position, you will work directly with merchants and partners to set up, troubleshoot, and resolve issues across POS gateway and integrated POI solutions, including e-commerce gateways, mobile payments, and P2PE security applications. The team structure includes reporting to the Manager, Technical Support, with clear ownership of customer tickets and escalations.

What you’ll do

• Resolve POS gateway and software inquiries from merchants and partners.
• Identify, report, troubleshoot, and resolve issues across e-commerce, point-of-sale, and P2PE security applications.
• Handle customer tickets through phone, Salesforce cases, web-based chat, and other support channels, and follow each request through to resolution.
• Act as the point of escalation for POS gateway and software service inquiries coming from the Sales team.
• Research, troubleshoot, and resolve issues using both proprietary and external POS systems.
• Apply in-depth networking concepts to quickly identify and address common network problems.
• Partner with Sales teams to provide product input for POS solutions.
• Deploy hardware, gateway, and security application solutions using an internet-based deployment vendor portal.
• Support a flexible and on-call schedule as required.

What you bring

• High school diploma; a college degree in a technical field is highly preferred.
• Preferred: 1 year of technical support experience, with basic knowledge of HTML, JSON, and XML.
• Point-of-sale (POS) payment gateway, terminal, and register systems are highly desirable.
• Excellent and adaptable communication skills (written and verbal) plus strong interpersonal skills with customers and internal teams.
• Basic knowledge of networks, ability to read network diagrams, and troubleshooting techniques such as ping, tracert, and ipconfig.
• Team-oriented, results-driven, and able to gather and analyze information to solve problems.
• Self-starter who learns new applications and systems quickly.
• Ability to multi-task in a fast-paced, turn-key environment, with willingness to work overtime as requested by the manager (on-call is required).
• Knowledge of data encryption protocols is preferred.
• Proficiency in Microsoft Office, with ability to learn and use the Salesforce CRM system.

Technologies: HTML, JSON, XML, Salesforce CRM system, Microsoft Office, ping, tracert, ipconfig.