Benefits:
Free food & snacks
Health insurance
Paid time off
Parental leave
Job description We are looking for a Partner Support Representative with a focus on Techinal Support to be a strategic partner, trusted confidant & professional problem solver who has the ability to work and thrive in a fast changing environment and overcome obstacles.
This position is HYBRID POSITION. Three days a week work from home and two days a week in office.
The Partner Support Representative will ensure that superior customer service is provided to our Agents. Working directly with agents, merchants, operational departments, and partners to handle challenging or complex merchant and card security questions and concerns. This position provides support in a one-on-one working relationship with our sales personnel, merchants, POS partners and referral/affiliate partners. This candidate serves as the primary point of contact for internal and external communication on all matters pertaining to our Partner Sales Channels. Must have excellent phone etiquette, excellent verbal/written, techinal skills, interpersonal skills and problem sloving skills. .
Responsibilities and Duties
Provide extraordinary client service to merchants via inbound phone calls, email or chat.
Provide extraordinary service and sales support to agents and partners.
Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations.
Thoroughly describe and document work using call ticketing systems.
Update the ticketing system and advance tickets with current status of all ongoing issues and Merchant Contacts.
Answer merchant questions and resolves customer support problems related to billing, account management.
Troubleshoot customer tech issues.
Help to ensure incoming requests are handled in a timely manner and communicating with other departments, managers, and Business Consultants.
Maintain a business and personal task list that ruthlessly prioritizes the most important and time sensitive items including calendaring time to work on these tasks.
Maintain an organized filing system of paper and electronic documents.
Prioritize conflicting needs; handles matters expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures.
Competencies
Being able to work in a collaborative and highly motivated environment is critical
Confirmed commitment to quality and customer service.
Strong customer service skills and follow-thru skills.
Excellent verbal and written communications, interpersonal skills, customer orientation, team
A self-starter who sees the big picture - good business sense to understand overall strategy and direction.
Impeccable organization - scrupulous about details.
Expert level communication ability - both verbal and written
Speed - a sense of urgency and bias to action.
Decisiveness born out of insight, judgment and decision-making skills.
Technical prowess with mobile apps, Microsoft Office, PowerPoint, OneNote, Power BI.
Organizational expertise.
Resourcefulness & persistence to accomplish seemingly impossible missions.
Diplomacy and confidentiality born out of emotional intelligence & integrity.
Reflects the CEO’s priorities, values, and goals.
Punctual, regular and consistent attendance.
Has a servant's heart, a sense of humor and is a pleasure to work with.
Qualifications
Education: Bachelor’s Degree
Experience: Minimum 2 years of general administration or admin support and customer service
Experience in the banking or credit card processing industry preferred, but not required.
Demonstrated experience in the following areas is required:
Strong written and verbal communication skills with various audiences
Excellent time management skills
Attention to detail
Strong teamwork, initiative and leadership skills
Excellent analytical and decision-making skills
Data entry
Computer Skills, including Microsoft Office and Outlook and Mac OS
Typing skills minimum 45 WPM
Proficiency in MS Word, Excel, PowerPoint and Outlook programs.
Multi-tasking
Strong technology skills
Receive direction and feedback effectively from various sources with different communication styles. Prioritizes work and proactively communicates status.
Able to work with minimal supervision to complete assigned tasks within the workday.
Ability to stay positive, approachable and always focused on customer service.
Physical/Mental Demands:
Requires the ability to be sedentary for extended periods of time
Ability to receive instruction
Ability to maintain confidentiality in all aspects
Requires the knowledge of arithmetic, algebra and mathematic applications
Knowledge of administrative and clerical procedures and systems such as word processing, calendar management software (i.e. Outlook) and ability to learn new software systems that organize information.
Supplementary Information
Typical work hours are 10-7 PM EST. This position is HYBRID POSITION. Three days a week work from home and two days a week in office.
This description is based on management’s assessment of the requirements and functions of the job as of the date this description was prepared. It is a general guideline for managers and employees, but it does not purport to be an exhaustive list of all of the elements of the job. Management reserves the right to modify the description at any time or to vary the duties and responsibilities of the job on a temporary or indefinite basis to meet production, scheduling, or staffing needs.
Job Type: Full-time
Salary: $38,000.00 - $43,000.00 per year
Schedule: M-F
Ability to commute/relocate:
Raleigh, NC 27608: Reliably commute or planning to relocate before starting work (Required)
Education:
Bachelor's (Required)
Experience:
Customer Service: 3 years (Required)
Problem management: 2 years (Required)
Mac OS: 1 year (Required)
Merchant Services: 1 year (Preferred)
Mac Preferred
Typing minumin 45 WPM
Work Location: Hybrid remote in Raleigh, NC 27608