Customer Support Specialist

Description

As a Customer Support Specialist, your role is ensuring a positive user experience for our members, primarily through customer service. You are the merchant facing problem solver, with respect to issues including general inquiries, basic Stax portal uses, as well as basic transaction and deposit research . Your role is to assist customers with basic technical issues and questions relating to our payment solutions platforms. You will work hand-in-hand with the Customer Support Manager, the Support Team Lead as well as Level 2 and Level 3 Support Agents. Resolving issues will include end-to-end troubleshooting of customers' payment processing infrastructure, which may include third-party systems in addition to Stax systems.

Key Responsibilities & Objectives

• Monitoring incoming call queue and answer an average of 300/mon incoming calls promptly and professionally

• Maintain an average call handle time of 20 minutes

• Handle calls related but not limited to:

• Login Help

• Basic Transaction Research

• Basic Deposit Research

• General Inquiries

• Basic StaxPay How To's/Walk Throughs

• Billing Tickets (Fee Opt Outs)

• StaxPay Troubleshooting

• Basic Terminal Troubleshooting

• Maintain KPIs as set forth by support leaders

• Responding to customer support requests in a timely manner

• Diagnose/troubleshoot basic technical issues across hardware and software platforms

• Identify workarounds and resolutions to basic technical issues

• Proactively coordinate troubleshooting efforts across multiple 3rd party vendors in the customer tech stack to provide full end-to-end troubleshooting including systems outside of Stax's control

• Identifying hardware and software solutions

• Maintain high data hygiene on your work in all internal systems

• Provide feedback to help identify trends and potential process improvements or customer experience improvements

• Effectively investigate and diagnose customer problems, including problems involving data and systems of third parties such as back-end processors or banking partners

• May be assigned weekend and evening shifts

• Other duties as assigned

Requirements

• 2+ years working with customers
• Excellent communication skills, to work within team and customer relations
• Strong customer empathy and the ability to de escalate in emotional situations
• Technical or financial support experience
• Excellent phone etiquette
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Solution oriented with the ability to think strategically and creatively in decision making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
• Strong attention to detail
• Bilingual - Fluent in English and Spanish a plus