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💸 52000.0 - 75000.0 USD per year
🏢 Company: Storable
- 2+ years of product support experience in technical, payments related support position
- Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.
- Previous Merchant Service, Banking, or Financial experience required.
- Experience with credit card processing is a must.
- Computer/IT Certification a plus (or equivalent years of work experience)
- Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
- Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
- Excellent knowledge of customer service principles and practices with previous customer service experience
- Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
- Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
- A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
- Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
- Ability to follow department processes and procedures
- Experience utilizing CRM systems
- Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority
- Utilize existing knowledge base, manuals or other reference materials to resolve cases
- Proactively investigate and resolve cases while collaborating with team members
- Contribute and update our knowledge base and communities
- Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests
- Handle interruptions well and move between tasks with ease while still meeting deadline
- Collaborate with product or engineering to troubleshoot and triage issues for customers.
- Analyze payments related issues from other team members to assist triaging and troubleshooting
- Replicate and log reported bugs in bug tracking system
- Escalate cases to Escalation or R&D Engineers when required
- Serve as subject matter expert for payments ecosystem and lifecycle
- Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries
- Update documentation regarding payments support to share knowledge of payments with the rest of the organization.
- Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors.
- Assist in actively training existing and new support representatives around aspects of supporting payments.
API testingREST APITroubleshootingTechnical supportCRMCustomer supportSaaS
Posted about 1 month ago
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