~24d ago

Customer Support Specialist

Customer Support SpecialistCustomer

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Quick Summary

Overview

Summary Contribute to a positive, collaborative workplace by communicating and working in ways that reflect our purpose and values.

Technical Tools

Customer Support SpecialistCustomer

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.

Responsibilities

~1 min read

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.