Customer Support Specialist - Payment Processing (Remote- US Based)

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Requirements:

• Associate degree or two or more years of equivalent experience in a software support or helpdesk role.
• Basic understanding of web technologies, web navigation, and Microsoft Office tools.
• Exceptional interpersonal and customer care skills.
• Outstanding written and verbal communication skills.
• Strong diagnostic, analytic, and problem-solving skills.
• Self-motivated with the ability to work independently or in small teams.
• Detail-oriented with excellent organizational skills.

Responsibilities:

• Provide timely, effective assistance to customers on payment-related requests via Zendesk tickets, email, and phone.
• Prioritize requests based on severity and urgency.
• Investigate and resolve inquiries based on established process workflows.
• Retain ownership of requests, providing timely updates until resolution or escalation.
• Log all incidents in the Zendesk ticket system.
• Advise and educate customers on best practices.
• Identify and communicate support trends and assist in proactive issue resolution.