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    Customer Support Specialist - Orlando, United States - Stax

    Stax
    Stax Orlando, United States

    1 week ago

    Default job background
    OTHER
    Description

    As a Customer Support Specialist (Level 1), 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
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