Customer Service Representative II liaising with customers and providing product support in a fast - paced environment. Handling requests timely while managing multiple tasks and priorities.
II
Hybrid Customer Support Specialist – Payment Processing
Posted 2 months ago
About the role
- Customer Support Specialist assisting payment processing inquiries for customers via Zendesk and other channels. Addressing issues and providing solutions in a hybrid work environment.
Responsibilities
- Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
- Prioritize requests based on severity and urgency.
- Investigate and resolve inquiries based on established process workflows.
- Retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed.
- Recognize and escalate issues to higher support levels when necessary.
- Log all incidents in the Zendesk ticket system, adhering to departmental standards.
- Advise and educate customers on best practices and proper configuration to achieve optimal results.
- Work with customers to resolve hardware configuration issues and ensure a smooth payment processing experience.
- Identify and communicate common support trends and underlying problems, assisting in proactive issue resolution.
- Follow preventive measures to mitigate fraud risks, including verifying merchant accounts and investigating suspicious activity to identify and report potential fraud.
- Contribute to the creation of internal and external knowledge base articles for current and future processes.
- Review and enhance user guides, technical manuals, FAQs, and other customer documentation.
Requirements
- Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
- Basic understanding of web technologies, web navigation, and Microsoft Office tools.
- Customer-focused with exceptional interpersonal and customer care skills.
- Outstanding written and verbal communication skills, with ability to assess and tailor responses to customers' varying levels of understanding.
- Strong diagnostic, analytic, and problem-solving skills.
- Self-motivated with ability to work independently or in small teams.
- Detail-oriented with excellent organizational skills.
- Ability to multi-task in a fast-paced and constantly evolving environment.
Benefits
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability.
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability.
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
- Medical Travel Benefits
- Pet Insurance
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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