Remote Customer Integration & Technical Support Specialist

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Job Title: Remote Customer Integration & Technical Support Specialist ( 100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time

Salary : $1,800 USD/month base salary

Schedule: Monday – Friday, 9:00 AM – 5:00 PM US Eastern Time / ET

Job Overview

Our Client is a modern financial technology and payment processing enterprise delivering integrated payment software solutions to business merchants across North America, with specialized focus in dental practices and healthcare providers. Combining point-of-sale hardware, proprietary mobile payment software, and seamless integrations with third-party practice management systems, our client enables streamlined, secure financial transactions. Built on a culture of technical excellence, merchant advocacy, rigorous root-cause problem solving, and operational accountability, our client provides a dynamic remote environment where technical support directly safeguards merchant revenue and software adoption.

The Role

Our Client is seeking a curious, technical, and de-escalation-focused Remote Customer Integration & Technical Support Specialist to serve as the lead technical anchor for live merchants. Working alongside front-line Customer Service teams, this position owns escalated tier-2 technical tickets—diagnosing and resolving complex issues spanning payment terminals, payment applications, merchant account configurations, and practice management software integrations. By interfacing with external hardware/software partners, documenting detailed engineering tickets, and tracking recurring system patterns, this team member ensures rapid issue resolution and long-term product reliability.

Key Responsibilities

Escalated Technical Support & Merchant Account Diagnostics

- Verifies merchant account parameters, terminal configurations, and payment application settings to ensure proper initial setup, flagging configuration errors to onboarding teams.

- Owns complex, escalated technical support tickets from intake to complete resolution, covering payment hardware terminals, mobile applications, account setup, and practice management software integrations.

- Applies methodical troubleshooting techniques to isolate network, hardware, firmware, API, and software software failures.

- Maintains proactive follow-up communications with merchants until technical issues are verifiably resolved, prioritizing true resolution over ticket closure speed.

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Partner Coordination & Engineering Escalation

- Collaborates directly with third-party software vendors and hardware manufacturer partners to diagnose integration bugs, holding partners accountable for timely bug fixes.

- Escalates complex software defects to internal engineering and operations teams, providing clear technical documentation: reproduction steps, diagnostic logs, ruled-out variables, and merchant impact assessments.

- Manages tense or frustrated merchant interactions with composure, setting realistic recovery expectations and delivering clear, empathetic progress updates.

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Knowledge Base Administration & Process Improvement

- Identifies recurring technical bottlenecks and presents system trend data to product and operations teams to drive permanent product fixes.

- Authors and updates internal troubleshooting guides, standard operating procedures (SOPs), and knowledge base articles to empower first-line support teams to increase first-contact resolution rates.

- Maintains strict ticket documentation in CRM systems, logging complete troubleshooting histories, environment variables, and diagnostic findings.

Qualifications, Skills and Key Competencies

Required Qualifications

- Technical Support & Troubleshooting Experience: 2–4+ years of professional experience in tier-2 technical support, help desk engineering, or technical account management (preferably within SaaS, payment processing, fintech, or POS software).

- Hardware, Networking & Mobile Infrastructure: Solid working knowledge of Wi-Fi protocols, IP networking fundamentals, mobile OS platforms (iOS/Android), and terminal/POS peripheral hardware.

- Integrations & Software Diagnostic Skills: Demonstrated capability to troubleshoot API integrations, web-based admin tools, database settings, and third-party software connections (experience with healthcare/dental practice management software is a plus).

- Advanced De-Escalation & Communication: Superior de-escalation capabilities with the ability to maintain composure, translate technical concepts into simple terms for front-desk managers, and document precise bug reports for software engineers.

- CRM & Helpdesk Tech Stack: Proficiency utilizing enterprise CRM software, ticketing platforms (Zendesk, Freshdesk, Jira), and remote diagnostic utilities.

- Fluent English Communication: Native-level written and spoken English skills to interact clearly with US business merchants, software partners, and internal engineering teams.

- Schedule Alignment: Ability to work full-time standard business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).

- Remote Workspace Infrastructure: High-performance personal workstation, HD webcam, noise-canceling headset, and enterprise-grade high-speed internet connection in a quiet home office.

Preferred Qualifications

- Direct experience in credit card processing, merchant acquiring, POS hardware (Verifone, PAX, Clover, Ingenico), or payment gateway integrations.

- Familiarity with dental or medical practice management software platforms (Dentrix, Eaglesoft, Open Dental, or similar EHR systems).

Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English . Submissions in any other language or missing a recording will be automatically disqualified .

Mandatory Knockout Questions Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications . Applying to roles you dont qualify for will not improve your chances and may affect future applications.

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We appreciate your interest and look forward to reviewing your application!