Technical Support Associate I

Valero Energy is looking for a Technical Support Associate I to join our team at the Valero Payment Services Center in Amarillo, TX. The Technical Support Associate I provides first level response, support, and resolution for customers, jobbers and dealers regarding store payment systems and hardware, merchant master records, merchant network profiles, and emergency issues. The Technical Support Associate I is responsible for troubleshooting, escalating, and seeking first call resolution for all issues called into the Branded Customer Technical Support Center. The Technical Support Associate I resolves various issues and questions related to Valero Allocations Support.

Daily job duties may include:

• Answers, resolves/redirects and documents all external and internal customer communications.

• Troubleshoots, documents, escalates, and resolves first call / first level customer service, store systems and equipment issues.

• Troubleshoots, documents, escalates, and resolves first call / first level carrier loading issues for Valero Allocations Support.

• Updates and maintains merchant master records using RAMS database systems and merchant network profiles using First Data's Client Line database.

• Maintains database using the call center problem management software.

• Acts as immediate source of feedback to supervisor and/or manager on problem resolution and trends.

• Processes an appropriate written/verbal response to customer communications carrying the issue from inception to resolution.

• Provides first call resolution on incoming store systems and equipment issues whenever possible.

• Distributes and receives retrieval requests on a daily basis.

• Balances merchant settlement reports on a daily basis.

• Mails out various reports on a daily basis.

• Assigns, obtains, and sets up necessary data relative to adding new locations to the credit network and the credit card system.

• 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.

• High School diploma or GED required.

• Must be available to work rotating shifts, including some weekends, holidays, and night shifts, as part of a group that provides 24/7 support.

• 1 year customer service or call center experience preferred.

• Experience operating Point of Sale (POS) equipment preferred.

Position level and salary will be commensurate with qualifications and experience.

Note: Valero's pre-employment process includes successful completion of a background check and hair analysis drug screen.

Valero's employees are the heart of its success, and there is a reason why the company is an employer of choice in the fuels manufacturing and marketing industry. It's not just the excellent benefits package, or the opportunities for personal growth, it's also the caring and committed culture of the organization that makes everyone feel like they're truly part of a team. For more information, visit Valero.com.

Valero is an EEO/AA Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to legally protected status, including race/ethnicity, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, protected veteran or any other status protected by applicable federal, state or local laws.

Please be advised, if you are viewing this position on a website that lists an estimated salary rate/range, it was not provided by Valero. Valero's market specific salary rate/range will be provided during the recruiting process and tends to be higher than what is estimated by such websites.

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