Customer Support Representative

Job Summary

A company is looking for a Customer Support Representative to provide industry-leading customer support and ensure stakeholder requirements are met.

Key Responsibilities

• Respond to incoming phone calls and support tickets, ensuring timely and effective resolution within established service level agreements (SLAs)
• Manage internal "Admin" tickets, addressing issues such as rejected transactions, fraud alerts, and maintenance errors
• Guide new merchants through the onboarding process, providing clear instructions on using the platform and ensuring proper setup of partner software

Required Qualifications

• 2-3 years of experience in the payments industry, with a general understanding of merchant accounts and payment processing
• Familiarity with Zendesk or similar customer service platforms is a plus
• Familiarity with Salesforce is a plus
• Comfortable using technology, including computers, software programs, and mobile apps