Customer Support Representative

Role Summary

This role involves addressing and resolving technical customer service requests via telephone, email, chat, or SMS. The representative uses various databases to determine the optimal processing approach and provides clear explanations to clients to resolve their inquiries. Accurate and thorough records of all concerns and their resolutions are maintained. The position requires operating personal computers, mainframes, and software applications related to the client.

Primary Responsibilities

• Troubleshoot and resolve technical issues related to point of service (POS) products such as dial-up card swipe terminals and software-based systems, applying documented procedures to provide standardized solutions.
• Assist clients and merchants with technical support queries not covered by existing documentation while accurately entering all relevant information into databases during issue resolution.
• Continuously enhance knowledge of POS products, company policies, procedures, regulations, and payment industry standards through ongoing training and consultation of online manuals.
• Begin to interpret policies, procedures, compliance standards, and association regulations as part of role development.

Qualifications

• Minimum requirement: High School Diploma or equivalent.
• At least 2 years of relevant professional experience preferred, with 4 years desirable.
• Prior customer service experience within the payments industry is a plus.

Skills and Capabilities

• Strong comprehension of job functions and effective application of knowledge and skills to fulfill a variety of tasks.
• Handles assignments ranging from routine to moderately challenging, demonstrating decision-making ability in issue resolution and recommendations.
• Requires minimal supervision for regular tasks, with general guidance provided for new assignments.
• Basic computer literacy is necessary.
• Capability to develop foundational knowledge of the payments industry.
• Basic research skills to investigate and resolve customer inquiries.