Technical Support Associate I

Provides first level response, support, and resolution for customers, distributors and sites regarding store payment systems and hardware, mobile app functionality, merchant master records, merchant network profiles, and emergency issues. Responsible for troubleshooting, escalating, and seeking first call resolution for all issues called into the Wholesale Technical Support center. In addition, provides first level response, support, and resolution for carriers and distributors in regards to issues and questions related to Valero fuel loading support.

• Troubleshoot, document, escalate, and resolve first call / first level issues related to customer service, store systems and equipment, and the Valero mobile app, ensuring timely and effective issue resolution.
• Troubleshoot, document, escalate, and resolve first call / first level carrier loading issues for Valero fuel loading support.
• Assist in balancing merchant settlement reports as needed. Troubleshoot, document, escalate, and resolve issues related to settlements.
• Update and maintain merchant master records using proprietary application and database systems and merchant network profiles using third party Merchant Acquirer systems.
• Act as immediate source of feedback to supervisor and/or manager on problem resolution and trends.
• Use professional written and verbal communication to answer, resolve/redirect and document all external and internal customer communications.
• Maintain full documentation of all issues using ticket management software.
• Take ownership and follow all assigned issues from inception to resolution.
• Must be available to work rotating shifts, including some weekends, holidays, and night shifts, as part of a group that provides 24/7 support.

This position is hourly nonexempt status, which means you are eligible for overtime pay.