Customer Service - Technical Support

Job Description

Job Description

CoCard Business is a provider of payment technology solutions for businesses across the United States. We are looking for a stellar Customer Service and Technical Support (CST) Representative with excellent customer service skills, with a can-do mentality, who is keen to learn and develop their skills while contributing to a high-performing and enthusiastic team.

CST Service representative plays a very important role and must have a passion for delivering a personalized and caring experience for clients and internal sales agents alike, and they anticipate and resolve client concerns with the goal of exceeding expectations, no matter how large or small the request is.

We actually show up for our merchants. This position does require being on-site occasionally for installs or troubleshooting that can't be done remotely. We have a company van and travel in Placer, Sacramento, El Dorado, and Yolo Counties, all the way to the occasional visit to the Bay Area. Please do not apply for this position if you are not comfortable doing on-site work directly at our merchants' locations.

If you are a highly motivated customer service representative with a desire to provide an excellent experience to our customers, and if you love interacting with people in person and by phone, we want to hear from you!

PLEASE NOTE: We do require a background check and drug testing. If there is any thought that you might not pass either one, please do not move forward with the interview process. 

$21 - $27 hourly

• Provide first line of technical support via phone, email, and chat.
• Respond by phone, text, or email evenings and weekends - on call - a must (Please do not apply if you are not able to be available for on-call evenings and weekends).
• Respond to inquiries from clients and help them resolve hardware or software problems.
• Track and timely maintain support calls using CRM.
• Install POS applications and hardware onsite/remotely and train customers on the use of applications.
• Install and troubleshoot the local network cable, router, and firewall setup.
• Respond to customer inquiries, product and service questions, and customer complaints.
• Keep track of customer accounts and make updates with new account information as necessary.
• Work closely with the sales lead to stay up-to-date on service and product knowledge.
• Record customer interactions and follow up on their experience with our company.
• Refer to customer scripts when working through difficult situations and refer to a supervisor if necessary.
• Resolve customer complaints in a friendly and timely manner to ensure high customer satisfaction.
• Assist clients and sales agents with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contact methods: telephone, email, or chat.
• Provide extraordinary client service to merchants via inbound phone calls, email, or chat.
• Provide extraordinary service and sales support to agents and partners.
• Answer merchant questions and resolve customer support problems related to billing, account management, and troubleshooting.
• Thoroughly describe and document work using call ticketing systems.
• Update the ticketing system and advance tickets with the current status of all ongoing issues and Merchant Contacts.
• Assist with the installation of equipment, menu builds, software configuration, troubleshooting, and services for merchants.
• Assist with Internet networking, configuration, and troubleshooting.

• Customer service experience is required.
• Prior experience in a call center, financial industry, or e-commerce environment is preferred.
• Strong customer service skills and follow-through skills.
• Excellent verbal and written communication, interpersonal skills, customer orientation, team interaction, problem-solving, and multi-tasking skills are required.
• Punctual, regular, and consistent attendance.
• Display strong communication skills, active listening skills, and personal skills.
• Bilingual (Spanish) is a plus but not required.
• Computer Skills, including Microsoft Office, data entry, and CRM systems.
• Proven prior CRM or database experience is preferred.
• 2+ years of Customer Service Technical Support experience preferred, but not required.
• Experience in the banking or credit card processing industry is preferred, but not required.
• Must have graduated from high school, received a G.E.D., or equivalent.
• Knowledge of customer service core principles and practices.

CoCard Business is a provider of payment technology solutions for businesses of all sizes across the United States. Our affordable and innovative technology supports retail and restaurant locations with physical terminals, Point of Sale solutions, online businesses with shopping cart capabilities, churches and non-profits with easy giving platforms, automotive shops with tailored software, and service, and on-the-go businesses with a mobile application and more. Beyond that, our open API allows businesses to create custom payment experiences with all of the benefits of processing with CoCard.

CoCard Business brings a new approach to the payments industry. Giving business owners direct access to wholesale pricing and Zero-Fee programs allows businesses to bypass up to 100% of their monthly credit card processing fees. All this, coupled with stellar service, has ranked us as the Highest-Rated Payment and Point of Sale provider in Northern California.