Customer Service Professional providing administrative support to sales team, ensuring accurate processing of orders and invoices. Collaborating with various departments to enhance customer service and efficiency.
About the role
- Customer Support Specialist providing assistance with payment processing to customers through various channels. Working in a hybrid role based in Austin, TX.
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.
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
Manage Managed and Support Services business for customer contracts at Motorola Solutions. Ensure customer satisfaction and manage service delivery across North Carolina, South Carolina, and Georgia regions.
Customer Supporter assisting clients in transitioning to modern software solutions for more efficient operations. Opportunity for entry - level candidates with no prior experience.
Support & Distribution Specialist for LANDR helping music creators with distribution queries. Ensuring client satisfaction and addressing technical issues with users.
Support Specialist providing customer support to photographers at Capture One. Troubleshooting technical issues and assisting users with software features.
Customer Service Executive handling Spanish market inquiries in a dynamic company. Providing best in class service via multiple channels while managing B2B partnerships.
Support Specialist assisting customers with ACOM’s IBMi and Windows - based products. Joining a dynamic, growth - oriented organization with a worldwide footprint.
Customer Service Agent interfacing with clients in the German energy market, handling inquiries and managing contracts for business customer service.
Customer Support Representative at The Cigna Group ensuring effective delivery of customer service. Handling escalated customer conflicts and maintaining KPI reports for clients.
Concierge Specialist engaging new subscribers with personalized support at Sundays for Dogs. Focusing on feeding transitions and delivering a best - in - class customer experience from the first delivery.