Job Description

SUMMARY:

The Customer Support II role interacts with customers daily, promptly responding to all inquiries in a courteous and efficient manner. The purpose is to ensure excellent service and maintain high customer satisfaction.

DUTIES AND RESPONSIBILITIES:

• Handle all ISV inquiries to full resolution
• Take escalated calls from Tier I Customer Support team
• Respond to chat and email inquiries
• Assist with new hire training when needed
• Troubleshoot and program POS Credit Card Terminals in a timely manner over the phone.
• Build download files for terminals while on the phone with merchants/sales reps and assist with getting downloads started.
• Create cases and assure that resolution is completed until customer is satisfied. Includes following cases in external departments.
• Supports merchant inquires received by phone, email, or fax that include answering questions about transactions, batch information, deposits, banking information, etc.
• Assist Clearent and independent account representatives with questions, concerns, and/or changes on merchant accounts
• Handling inbound/outbound calls
• Make follow up calls to test and batch terminals after the download finishes
• Use proper system to look up batches from test transactions and copy and paste this information in internal systems to ensure funds are deposited to the correct account.
• Can multi-task and use multiple computer systems while on the phone.
• Troubleshoot hardware and software issues.
• Place replacement and/or swap orders when an issue cannot be resolved over the phone.
• Verify transactions and batches and advise or troubleshoot accordingly.
• Provide First Call Resolution and Follow Up when necessary.
• Be proficient with multiple terminal hardware/software types and their basic functions.
• Must be willing to work some overtime and holidays if needed.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High School Diploma or Equivalent
• Previous Call Center Technical Experience required, inbound or outbound.
• Analytical ability to diagnose problems and work quickly and independently to resolve issues.
• Ability to multi-task and work well under pressure.
• Exceptional oral and written communication skills.
• Above average organizational skills and attention to detail required.
• Team player, must work well with others.

COMPETENCIES:

• ORAL COMMUNICATION--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• WRITTEN COMMUNICATION--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• PROFESSIONALISM--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• INTEGRITY AND TRUST--Is widely trusted; Is seen as a direct, truthful individual; Can present the unvarnished truth in an appropriate and helpful manner; Keeps confidences; Admits mistakes; Doesn't misrepresent him/herself for personal gain.
• ETHICS AND VALUES--Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; Acts in line with those values; Rewards the right values and disapproves of others; Practices what he/she preaches.