Agent Support Representative

Agent Support Representative

Join us in continuing to transform payment processing! Our employees take personal responsibility for ensuring our merchants and vendor partners have the tools and guidance they need to be successful. If you are driven to help us create next-generation payment solutions, eager to effect change, and passionate about providing excellent customer support, we want to talk to you!

The Agent Support Representative focuses on providing outstanding sales service support and experiences that are critical to our agents ongoing success. You will be the main point of contact for Sola's sales Agents and play a critical role in determining Agent success and satisfaction.

Duties and Responsibilities:

• Provide high quality sales support to agents by responding to inquiries that come into our support desk via email and telephone.
• Handle service tickets regarding the support of Merchant Credit Card processing through troubleshooting, diagnosing and providing agents with solutions to resolve problems with service.
• Communicates applicable policies, procedures and practices to agents.
• Work the Agent Support queue, monitoring and answering incoming calls and emails daily, generating trouble tickets in Sola's Customer Assistance and Ticketing System and contacting the agents with follow-up and resolution.
• Document agent issues utilizing current on-line information management system.
• Ensure timely reporting, referral, follow-up and escalation of agent issues to minimize disruption to service and overall impact to Sola clients.
• Help build and maintain knowledge sources and training materials for inter and intra departmental training and onboarding.
• Act as liaison between agents and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Analyze data and workflows to determine root causes and make recommendations to resolve current problem while gaining efficiencies for future similar problems.

Requirements and Qualifications:

• High school diploma or equivalent, Associate's or Bachelor's preferred
• Minimum six months to one year of service experience preferred
• Excellent telephone, interpersonal and verbal communication skills. The candidate must be able to communicate clearly and efficiently both over the phone and in writing
• Strong problem-solving and negotiation skills as well as the ability to handle difficult calls
• Ability to identify and resolve/escalate complex problems
• Proficient keyboard and computer skills, especially Microsoft Office applications
• Proven commitment to high quality customer service and a customer-first approach to problem solving
• Must be able to work independently with minimal supervision using pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.
• Efficient time management skills to maximize the number of items that can be resolved while maintaining a high level of detail in notes and follow-up
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.
• Ability to enforce company policy

Location:

• On-site based out of our Brooklyn, NY or Howell, NJ office

Salary Range:

• $25-$32+/hr

About Sola

Sola is a leading payments provider offering a full suite of merchant services, including payment processing, gateway solutions, and PayFac capabilities. With strong partnerships across key verticals and a deep integration with ISV platforms, we deliver innovative and scalable solutions that help businesses of all sizes manage their payments efficiently. Headquartered in New York, our company is known for its customer-first approach, cutting-edge technology, and commitment to driving seamless transactions.

Equal Employment Opportunity Policy

Sola provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.