Customer Support Specialist

Summary Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values. Perform a variety of activities that result in one call resolution for inbound customer support calls. Responsible for monitoring and assisting with merchants’ Payment Card Industry compliance. Duties & Responsibilities Essential Functions Serves as first line of support for merchant and partner issues and inquires. Resolves product or service problems by researching and determining the cause of the problem, expediting correction and documenting and following up to ensure resolution. Obtains and evaluates all relevant information to handle product and service inquiries. Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures. Works with internal departments to ensure a high level of support for the merchant and partner. Proactively contacts merchants for PCI compliance needs, assists with the completions of PCI questionnaires, schedules and monitors applicable PCI scans. Responsible for answering and documenting inbound and outbound calls, responding to email correspondence, and using the live chat feature to provide live chat support Additional Responsibilities Identifies and documents hardware and software issues that require further escalation and tracks them through to resolution. Provides software and terminal training to merchants and assures compliancy standards are met. Updates merchant information in databases as needed. Escalates issues to Supervisors when necessary. Completes other assigned duties and projects as requested. Requirements Strong communication, both written and verbal Exceptional interpersonal and rapport building skills A patient and empathetic attitude Strong time management and organizational skills Adaptability and flexibility Comfortable working in fast-paced environments Troubleshooting skills, either basic or advanced, depending on the role and industry Phone skills, including familiarity with complex or multi-line phone systems In-depth knowledge of a company's products and/or services This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy. This role is eligible for a bilingual pay differential for eligible languages. Education & Experience Associate’s or Bachelor’s Degree Preferred A minimum of 1 year experience in a financial institution or customer service required Strong Communication Skills Required Proficiency in Microsoft Office Suite, CRM #J-18808-Ljbffr