Client Support Representative - Atlanta/Remote

Position Summary:

A Remote Customer Support Representative is an intelligent, patient and customer focused teammate that helps support clients with account maintenance and inquiries regarding merchant accounts. You will be a problem solver who is willing to take the extra step to provide great service and have the knowledge to learn to troubleshoot complex issues. This is a fast paced, Call Center role that can be worked in a remote environment for the right person.

Essential Duties and Responsibilities include the following and other duties may be assigned:

• Answering inbound calls, emails, and online chats from customers with technical issues, billing issues or general questions regarding service.
• Navigating multiple credit card processing platforms and ecommerce gateway solutions to locate customer profiles, perform research and develop issue resolution quickly and accurately
• Troubleshooting, researching and resolving issues for our merchants on both internal products and with external payment providers.
• Collecting required documentation for account changes and assigning to appropriate department or entity as needed
• Proactively reaching out to customers to ensure questions and issues have been resolved
• Manage all calls and emails within the SLA set for the department
• Attend all meetings and trainings and review all training material to stay up to date on changes to program knowledge, systems, and processes
• Work independently with support from the Manager of Client Service, while utilizing our knowledge base and real time communication tool SLACK.
• Maintain a quiet, noise-free home office space that is free of distractions

Qualifications:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Need To Have:

• College Degree or equivalent experience – Jake to get verbiage
• 2 years of experience working in a call center for credit card processing company
• A strong work ethic with a sense of ownership of tasks and ability to reach resolution.
• Strong computer skills and ability to navigation within various systems; proficiency in MS Office (Excel/Word);
• Salesforce experience is a plus.
• Proven ability to provide excellent customer service and client satisfaction via identifying underlying client requests and issues and adapting to client needs
• Strong analytical, decision making, problem identification, accountability, and resolution skills
• Ability to work in a team environment (Jake to work on verbiage)
• Ability to multi-task within a fast-paced environment and act with a strong sense of urgency

Work Environment: 

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is in a call center environment with a high call and task volume.