Customer Service Representative

Customer Service Representative

Kurv is currently seeking a Customer Service & Support Specialist at our Cleveland, Ohio location. The role of a Customer Service & Support Specialist demands constant focus and commitment to the customer experience, with an above average ability to facilitate requests from all communication channels. Currently our needs demand representatives who possess skills using chat, email and telephone related support. Additionally, because our industry is dynamic, and fast-paced this position demands a commitment to learning and expanding professional, industry and technical knowledge.

Required Duties and Responsibilities:

• Provide remote assistance to Kurv merchants in the use of their equipment or gateway service.
• Provide customer assistance related to billing, statement or other transaction related questions.
• Download essential mobile applications on iOS and Android devices for Kurv + product.
• Analyze and resolve first level technical problems and issues.
• Resolution of merchant and client requests in timely manner and responding to inquiries or requests by way of phone, e-mail and chat.
• Pre-Sales support of Kurv products and services with prospective merchants, internal clients, sales and vendor partners.
• Utilization of several different software and web-based systems
• Participate in ongoing product and services training and effectively cross-train team members.
• Other duties as assigned

Job Qualifications

• One-year experience in a Customer Helpdesk environment.
• Strong analytical, organization and planning skills
• Able to craft clear and concise business related correspondence via email and chat.
• Typing proficiency of 30-50 WPM.
• Ability to adapt in a dynamic industry and work in a fast paced office.
• Demonstrate effective problem solving skills
• Knowledge of PC/Windows/Internet related technologies; knowledge and experience working with MS Outlook, Word and Excel and must demonstrate an ability to learn new and customized software/web-based applications.
• Familiarity and comfort using smartphone and tablets, both Apple and Android based.

Desired Skills and Experience:

• Two-years experience in a remote support technical support environment.
• Comp-TIA A+, Microsoft Certified Technology Specialist Certification or other IT/HelpDesk Certification.
• Prior experience in Merchant Services or Electronic Payments Industry.

Job Benefits:

• On the job training program
• Casual business dress code
• Excellent location near highways

Electronic Merchant Systems LLC d/b/a Kurv