Client Support Specialist

Job Description:

Responsible for provided Client Services Billing and deposit support that includes: Email, chat, on-site and telecommunication, new merchant installation, reconciling/explaining billing and deposits, conducting rate reviews, account maintenance & updates, merchant retention, providing basic technical support as needed, direct merchants’ and partners’ technology support and is also responsible for more complex support and training to meet the required key performance matrix established for both internal and external service delivery. Handle service escalation calls.

Areas of ownership:

• Provide billing and account support for general and complex issues for internal and external clients
• Resolve deposit/account issues to ensure transaction processing
• Assist internal agents, merchants and partners on escalated calls
• Research and support account/billing/deposit issues that may impact internal and external communications and connectivity with partners and merchants
• Satisfies quality assurance requirements
• Ensures all calls are handled in a timely manner
• Notes accounts and provides follow-up as required.
• Manage tickets in a timely manner with comprehensive notes for ongoing support
• Provide documentations and online resources for self-help that supports internal agents, merchants and partners.
• Handle escalated issues from internal and external clients
• Merchant retention and maintenance as required
• Cross sells products as applicable
• Train internal agents, merchant and partners as needed
• Provide basic technical support
• Meet service level standards established

Basic Requirements:

• Requires high school with some college preferred or equivalent experience
• Minimum three (3) years of client service experience including: retention, account maintenance basic technical support, transaction processing systems.
• Must be familiar with TSYS and First Data processing platforms
• Working knowledge of security software options and functionality preferred
• Experience with Salesforce CRM a plus
• Exceptional assessment and problem-solving skills
• Strong verbal and written skills
• Experience working with equipment vendors and payment processing networks and an understanding for processes and escalation
• Detail oriented and strong organizational skills
• Ability to work collaboratively as a team with all departments.
• Exceptional documentation and follow-up skills
• Training experience preferred
• Bilingual a plus

Hours M-F 8:00 AM - 5:00 PM

Please include salary expectations for immediate consideration

DFW's Best & Brightest Companies to Work For (2019, 2020, 2021, 2022, 2023, 2024, 2025 Winner)
Top 10 places to work in DFW
Inc 5000 List of Fastest Growing Private Companies for 2021, 2022, 2023, 2024, 2025
Small financial services firm with an amazing team environment
Generous benefits package
401K with employer match