UniPay Technical Support Representative

Opportunity Overview

We have a Unique opportunity for a creative, tech-savvy, service-oriented individual to join our UniPay division as a Full-Time Technical Support Representative. If you are someone who can jump on technical service calls and enjoys helping customers solve problems at the same time, then we want to hear from you!

Position Overview

Technical and Customer Service support of the UniPay product and any associated applications to ensure efficiency, functionality and customer satisfaction for all UniPay users.

Primary Accountabilities

Duties Relating to UniPay

• Supports UniPay product and any associated applications, including basic set-up of new customers, setting up customers on the user’s system, resolving operational issues, obtaining necessary origination documentation, monitoring customer activity to ensure proper usage, and ensuring account maintenance.
• Is responsible for required UniPay reporting for both customers and other Municipal staff.
• Participates in the assigned “Daily & Monthly Responsibilities” rotation, including ACH Chargeback and ACH Notice of Change notifications credit card application processing and customer invoicing.
• Works closely with UniBank IT and other departments in resolving issues and fulfilling all client requests.
• Assists with the efficient and effective implementation of any UniPay upgrade migration process.

 Customer Service

• Provides high quality end user support and services while providing excellent Customer Service to all UniPay customer users, resident users and Partner Bank users. Refers questionable issues to UniPay Supervisor as appropriate.
• Responds accurately to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations via phone, e-mail and bank Sharepoint site.
• Interacts with a diverse customer base in a service setting to tactfully solve problems, sometimes in difficult situations where conflict is encountered.

 Training

• Prepares Power Point presentations and instructional manuals, as needed, to be used by both customer and Sales teams.

 Knowledge, Skills, Education and Work Experience

• High school diploma or equivalent required
• One year of business experience required.
• Working knowledge of Microsoft Office applications required, advanced Word and Excel skills preferred.
• Must have strong verbal, written, math and customer service skills.
• Ability to travel to customer locations as needed.
• Detail oriented and able to work independently, make routine decisions, adapt to various software packages and handle stressful situations with poise and tact.

About UniPay & UniPay Direct

UniPayDirect^TM, Inc. was founded in 2009. A subsidiary of UniBank, UniPayDirect offers a user-friendly, state-of-the-art online and over-the-counter payment solution that streamlines processing and administration. The product, UniPayDirect^TM, is based off of UniBank’s corporate product, UniPay Gold^TM, which is sold directly to banks, municipalities, government agencies, and organizations throughout Massachusetts.

UniPay is a proprietary, open-ended and highly flexible online payment platform that streamlines online payment processing, allowing you to accept electronic payments and credit card payments quickly and securely online. UniPay allows for one-time and reoccurring payments, registration-based payments, electronic invoicing and much more. UniPay online payment processing services apply to small, medium, and enterprise businesses and non-profits and can be customized to suit your specific needs. The levels of customization range from a very simple and straightforward payment screen to one with more robust and sophisticated functionality including pre-populated forms and interface capabilities.

This position is not subject to SAFE Act Registration Requirements.  Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

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