Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization. Train merchants on the equipment or software they will use to accept payment. Provide first level support as needed. Resolve routine questions relating to credit card processing terminals or software by telephone or email. Perform a variety of activities that result in one call resolution for inbound customer support calls.
Duties & Responsibilities
Essential Functions
Provides escalated technical support to customers among a variety of product categories, resolving issues according to prescribed standards and procedures.
Monitors technical support, supply request, and download queues, answering incoming calls as necessary.
Provides training to merchants at assigned time and assures compliancy standards are met.
Additional Responsibilities
Completes VAR research to determine software compatibility
Monitors department email accounts for incoming product questions and answers them according to prescribed standards.
Prioritizes and solves issues through to completion.
Updated merchant information in databases as needed.
Escalates calls to Supervisors when necessary.
Identifies issues that require further escalation and tracks them through to resolution.
Completes other assigned duties as requested.
Requirements
Strong interpersonal skills, conducive to team development
Works independently, has good judgment and consistent follow-through
Ability to work effectively with demanding customers
Ability to communicate technical concepts in simple of terms
Strong written and verbal communication skills
Speaks and writes fluently in both Spanish and English
Education & Experience
Bachelor's degree in business administration, accounting, marketing or other related fields is preferred
Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. BASYS is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.