Joseph Barragan
New Brunswick,NJ
Summary
Seasoned Technical Support Specialist with extensive experience at Slice Merchant Services, demonstrating expertise in payment processing and technical troubleshooting. Known for exceptional analytical abilities and customer service skills, resulting in increased client satisfaction and strict compliance adherence. Proficient in team leadership and problem-solving, contributing to significant improvements in operational efficiency and support quality. Career objectives include advancing technical solutions to further enhance service delivery.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist II
Slice Merchant Services
Holmdel, NJ
01.2024 - Current
- Provide technical assistance and troubleshooting on systems used for payment processing, including credit card terminals, point-of-sale devices, payment gateways, and online payment platforms.
- Monitor and analyze payment transactions to identify problems, such as declined transactions, authorization failures, and any other errors resulting from the processing of payments.
- Enforce industry regulations and Payment Card Industry standards by properly updating knowledge regarding regulatory requirements, implementing the necessary security measures, and conducting continuous auditing and assessment.
- Research, elaborate on, and maintain technical documentation, including user manuals, guides for troubleshooting, and articles in the knowledge base, that help customers and internal teams understand how payment processing systems work, and troubleshoot technical issues from those systems effectively.
- Answer customer inquiries by phone, email, or online chat in a timely manner that will be helpful; questions will be answered, technical issues troubleshot, and problems with payments identified and resolved to ensure complete customer satisfaction.
- Use ticketing systems or issue-tracking tools to log, track, and categorize technical support requests by priority, to resolve customer issues promptly, and document the support performance for future reference.
Sales/Customer Service Agent
Lithia & Driveway
South Amboy, NJ
04.2023 - 01.2024
- Enhanced client engagement by managing appointment schedules and addressing missed appointments.
- Maintained detailed records of all new car sales, inventory, and customer information.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Analyzed market trends to identify potential opportunities for increasing revenue from new car sales.
- Coordinated with various financial institutions to ensure accurate client data.
- Assisted new car sales staff with administrative tasks such as filing, data entry and customer follow-up.
General Merchandise Team Leader
Target
Miltown, NJ
11.2019 - 02.2023
- Understand sales goals, plan, and execute daily/weekly workload to deliver on department and store sales goals and guest engagement, including merchandising, pricing, transitions, revisions, sales plans, sampling, promotions, and price change.
- Enable a consistent experience for our guests by ensuring the product is zoned, in stock, available, accurately priced, and signed on the sales floor.
- Be an expert in operations, accuracy, process, and efficiency.
- Establish clear goals and expectations, and hold team members accountable to those expectations.
- Lead a team that provides a guest-ready and in-stock sales floor in order to meet the needs of the guest.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Education
B.S - Information Technology - Cybersecurity
Kean University
Union, NJ05.2026
A.A - Business Liberal Arts
Middlesex County College
Edison, NJ05.2020
Skills
- Proficient in Microsoft Office (Access, Excel, PowerPoint, and Word)
- Technical troubleshooting
- Compliance knowledge
- Fraud Detection and Prevention
- Computer hardware and software knowledge
- Analytical
- Documentation writing
- Active listening
- Payment processing
- Data analysis
- Team leadership
- Adaptability
- Marketing
- Presentation
- Customer service
- Team management
- Multitasking
- Critical thinking
- Problem solving
- Customer relationship management
- Adaptability and flexibility
- Hardware configuration
- HTML and JavaScript
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Technical Support Specialist II
Slice Merchant Services
01.2024 - Current
Sales/Customer Service Agent
Lithia & Driveway
04.2023 - 01.2024
General Merchandise Team Leader
Target
11.2019 - 02.2023
B.S - Information Technology - Cybersecurity
Kean University
A.A - Business Liberal Arts
Middlesex County College
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