Job Title: Customer Support Expert
We are seeking a dedicated professional to provide exceptional customer support for our clients.
* Key Responsibilities:
* Respond to customer inquiries, orders, service needs and complaints, resolving where applicable or directing to other departments
* Analyze customers' payment-related issues, assist with disputes, and provide sustainable solutions
* Collaborate with internal teams such as risk, deployment, finance, and product for cascading and escalations of customers' payment-related concerns
* Maintain in-depth knowledge of functionalities for all equipment & systems used by the support team
* Assist with exceptional and unusual situations and customer concerns with payment processing, equipment and software
* Work directly with customers, sales agents, operational departments, and vendors to handle challenging and complex payment questions and concerns
* Professionally manage difficult or emotional customer situations, responding promptly to customer needs and requests for service and assistance
* Proactively identify gaps in processes or products that can potentially lead to customer churn
* Work with customers in a caring and professional manner to provide helpful solutions while keeping them compliant
Required Skills and Qualifications:
* Experience working with payment processors, merchant services providers, independent sales organizations, or payment service providers in a similar position
* Skilled in customer service and technical support
* Outstanding written and verbal communication skills
* Ability to work in a fast-paced environment
* Exceptional listening skills
* Quick problem solving and decision-making skills
* Computer literate with proficiency in Microsoft productivity tools and Salesforce
* Ability to work independently and objectively with a commitment to delivering results
* Effective interpersonal and training/advising skills
* Sound judgment with the ability to influence positive change
* Ability to prioritize and use time efficiently based on the importance level of the issue at hand
About Our Services:
We excel at seamlessly integrating innovative transaction technologies into a user-friendly platform, bringing together decades of expertise and experience. Guided by integrity, transparency, and commitment, we deliver exceptional results for our clients.