Assisting and supporting Point of Sale and payment processing customers and partners via phone, email, or chat. By leveraging internal tools and knowledge bases you will determine solutions to issues of varying complexity and identify the need for case escalation to supervisor and/or development teams. Agents lend a helping hand in refining technical documentation based on their personal experiences to maintain our library of documented resources.
Primary Responsibilities:
- Use phone, email, chat, and remote connections to assist customers.
- Thoroughly document case information for all customer interactions and escalations submissions
- Leverage provided tools and documentation to determine customer solutions.
- Participation in process improvement identification from daily work experiences.
- Respond to customer concerns quickly, effectively, and courteously.
- Stay informed on company’s technology offerings and their support requirements.
Primary Qualifications:
- High school diploma or equivalent
- AS degree in computer information technology. (preferred)
- Two years of related technical support or customer service experience.
- Experience working with credit card terminals and POS equipment.
- Familiarity with credit card processing authorization and settlement process
- Excellent listening, written, and verbal communication skills.
- Strong problem-solving skills with attention to detail
- Can multi-task to support clients across varying systems and communication channels.
- Familiarity with Office Suite, Google Sheets, Knowledge Base use, & Excel.
- Bilingual (English/Spanish) is a plus, but not required.
- Ability to work effectively as a team or independently.